Centrical Partners With QATC

Centrical has announced its new partnership with QATC, an organization devoted to facilitating the education, sharing of ideas, and distribution of knowledge among quality assurance and training professionals in the call center.

Of this new partnership, Centrical CMO April Crichlow said, “Partnering with a revered organization like QATC makes perfect sense. Over the past several years, there has been a massive shift in how call centres do business, and this is especially true for quality assurance teams.

QM processes are too often transactional, static, and disconnected from the overall employee experience, which prevents organizations from truly optimizing the data they have at their disposal.

By connecting quality assurance teams, agents, and supervisors in a dynamic feedback loop, organizations can better understand gaps and more efficiently execute action plans, improving both the employee and customer experience.

QATC shares our values and our commitment to elevating the quality assurance experience to help teams drive the most powerful results.”  

When asked about the new partnership, Vicki Herrell, QATC Executive Director, stated, “QATC is thrilled to have Centrical join us as we continue on our mission to provide networking and education opportunities for quality assurance and training professionals around the world.”  

For over a decade, Centrical has partnered with the world’s leading call centres across industries and organization types to help build strong frontline teams and optimize quality assurance.

The Centrical Performance eXperience Platform provides a personalized, holistic approach to quality assurance.

The platform leverages AI and advanced gamification to boost motivation, engagement, and performance, leading to a 64% decrease in error rates, an 84% increase in compliance scores, and a 10% improvement in CSAT scores.

This blog post has been re-published by kind permission of Centrical – View the Original Article

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Centrical provides a real-time performance management, microlearning, gamification, coaching, and voice of the employee platform for frontline teams. The solution inspires and personally guides employee success and growth by making every moment actionable.

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Author: Centrical