Call Centre Performance Management Solutions
Cascade Global is the official distributor in Africa of Qcoach - a leading quality monitoring
and performance management solution for call centres. Qcoach has been developed by a UK company
- Qualtrak Solutions, based on its unrivalled experience over the past 10 years in performance
management and is being distributed globally.
Qualtrak is a recognised leader in call handling performance measurement and improvement solutions.
Qualtrak has worked with many leading UK companies including British Gas, T-Mobile, Sky Television,
Eurotunnel, npower, Virgin, Interflora, Lloyds TSB Bank, and NTL, among others.
Qcoach Evaluate is a unique agent evaluation and coaching system that is integrated with any make
voice recorder to provide contact centres with value for money and easy to use quality monitoring.
Qcoach Evaluate enables the objective and consistent evaluation of calls so that performance
management is credible in the eyes of all the stakeholders i.e. agents, team leaders, managers,
and offshore clients who have outsourced their work to the call centre. Qcoach Evaluate enables
team leaders and managers to analyse performance in a practical way. It also enables team leaders
to give motivational feedback to agents that will encourage agents to strive for further improvement.
Qcoach Learning is an online coaching style learning system for call centre agents and team leaders. This is an innovative solution that will enable contact centres of all sizes to provide bite-size online learning for agents and team leaders irrespective of the Quality Monitoring/voice recording brand being used.
Qcoach Learning enables call centres to equip the customer service agents with the right skills and behaviours to deliver a consistent customer experience. It also provides Team Leaders with the competencies to evaluate calls consistently and be able to articulate what "excellence sounds like" when giving feed back to their customer service agents. Qcoach Learning also enables the call centre to train the team leaders to use effective coaching skills when giving feedback to customer service agents.
Mr Costas Johnson, Managing Director of Qualtrak says,
"We are delighted to have forged such an important ant partnership with Cascade Global. They have a strong and inspirational vision for the Kenyan call centre industry. We share the same vision and look forward to working with Cascade Global in helping to build the 'Kenyan Brand' that will represent excellent customer experience delivered by highly competent and caring telephone agents."
