Listener QM
Assessment rubrics and grading: Your vision of quality, put into practice.
Every organization has its own vision of quality. Listener QM allows for complete customization of evaluation and grading methods as well as workflows: evaluation grids, scoring scales, selection methods, quotas, alerts, and corrective actions can all be tailored to your operations.
Everything that goes into a fair evaluation is a parameter.
From selecting which interactions to evaluate all the way through to taking corrective action, each step is tailored to your organization, your activities, and your campaigns.
Assessment Methods
Several customizable modes, including random selection and AI-generated suggestions for interactions to evaluate.
Quotas
Standardized evaluation of advisors, standardized and criteria-based quotas, sampling.
Scoring
Customized grids, configurable scales, incentives and penalties, point carryovers, and exception management.
Actions and Alerts
Management and distribution of comments and unacceptable situations; manual or automatic creation of corrective actions.
Paramétrez Listener QM en le lui demandant.
L’administrateur formule sa demande en langage courant, par écrit puis à la voix. L’assistant d’administration la traduit en paramétrage, sur les mêmes réglages que les écrans d’administration, et présente chaque modification avant de l’appliquer.
Vos consignes, en langage courant
Le paramétrage, sans chercher l’écran
- Paramètres, règles, critères et grilles d’évaluation modifiés à la demande
- Le paramétrage en place expliqué, avec ce qui le justifie
- Chaque modification présentée avant d’être appliquée
- Les mêmes réglages que dans les écrans d’administration
Fully customizable grids, comparable results.
Your evaluation forms are built using your sections, criteria, and weightings. Each criterion is rated as “compliant,” “non-compliant,” or “not applicable,” which makes the results comparable across evaluators.
Sections
Introduction, discussion, conclusion…
Criteria
Exactly what you're looking for
Weights
The weight of each criterion
Bonuses & Penalties
Reward or penalize
Unacceptable
Situations You Should Never Let Slip By
Evaluate meaningful interactions, not random samples.
Your selection criteria
Listener QM 's sampler selects interactions based on your rules.
- By team, advisor, reason, contact type, channel, or time period
- Targeting new entrants, a specific reason, a website, or a campaign
- AI Suggestions Based on Signals Cross-Mining
A distributed and monitored load
You specify the number of expected evaluations, and Listener QM distributes the interactions and tracks progress.
- Quotas by advisor, evaluator, or contact type
- Assessments Spread Over Time
- Real-time progress reporting
From note to action, without re-entry.
Corrective Actions
Created manually or automatically as soon as a discrepancy is detected, and tracked until a resolution is reached.
Corrective ActionsTraining
Assessments are linked to online courses: a discrepancy may trigger a training program.
QM and LMS IntegrationQuality Reporting
Results by criterion, advisor, team, or site, and inter-rater reliability.
Quality Reports"Cross-CX has become our primary tool for evaluating speech quality..."
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Grading Scales and Evaluation Procedures: Your Questions.
Can you create your own evaluation rubrics?
Yes. Sections, criteria, weightings, answer options, bonus points, penalty points, carryover of points, and unacceptable scenarios are fully customizable, either by activity or by campaign.
How are the criteria scored?
Each criterion is rated as compliant, non-compliant, or not applicable. This rating system makes the results comparable across evaluators, teams, and sites.
How are the interactions to be evaluated selected?
Depending on the selected method: random selection, sampler rules (team, agent, reason, channel, time period), or AI suggestions. Quotas ensure a consistent evaluation of agents.
Can counselors evaluate themselves?
Yes, using the same rubric, before the debriefing. See also our article onAI-assisted self-assessment.
Pourra-t-on paramétrer Listener QM en langage naturel ?
Oui, c’est la prochaine évolution de l’administration. L’administrateur formule sa demande, par exemple « Ajoute ce critère » ou « Ajuste cette grille », et l’assistant d’administration l’applique sur les mêmes réglages que les écrans actuels, après la lui avoir présentée. La commande à la voix suivra.
Other Features Quality Monitoring
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