eDAS

QUALITY MANAGEMENT SYSTEM

Every interaction in your business with customers presents a pool of opportunities to strengthen your relationships with the end user. QMS helps you to drive result oriented approach, enables your leadership team to continuously evaluate your business opportunities and train your team and improve.

Comprehensive end-to-end quality observations enables team to evaluate agents, track performance and determine the root cause of low performances and plan further actions to improve the business KPI’s.

eDAS's Quality Management System provides you a holistic view of the department’s performance. With interactive dashboard and advanced BI reports empowers supervisors to have right analytic and data driven decisions to work on the process non-conformance.

It is available at on-premise or in cloud.

WHY eQMS?

eDAS Quality Management System gives management a holistic approach to quality management system ensuring all interactions are closely monitored in controlled environment and performance is driven with right analytical approach.

Every interaction with customers provides a juncture to improve the quality and performance of employees. Continuous monitoring and evaluation in simplified, automated and customized environment optimizes the processes.

BUILD THE FOUNDATION WITH RIGHT
QUALITY MANAGEMENT SYSTEM

Portfolio At A Glance:

RIGHT TOOL TO IMPROVE QUALITY OF INTERACTION WITH
YOUR CUSTOMERS AND IMPROVE PERFORMANCE.

ADVANCED QUALITY MANAGEMENT

  • Performance insight: Identify customer interaction that provides the best insight into performance and Streamline evaluations, and makes the most of the evaluator’s time.
  • One Platform: Unified Playback and Evaluation at one platform ensure no multiple toggles of screen.
  • Analytics Driven Assurance: Interactions are analyzed, ensuring more time is spent on defined monitoring and coaching of employees.
  • Data driven decision: Performance tracking and right process insights help management to take the right actions at the right time.

AUTOMATE & EASE

  • One tool at one place. All audit tools at one place. Access live calls recorded calls and review evaluation forms in one place. Pre-built forms for all evaluations.
  • Streamline Process & reporting. Automate and customize your quality management reports; cease manual reporting. View Quality management data along with workforce management.
  • Error tracking. Bookmark errors identified and track potential future occurrences.

EVERY CUSTOMER INTERACTION MATTERS

  • Drive across every channel. The capability of evaluating customer interaction through all channels – calls, email, chat, social media.
  • Complaint management. Customer complaints are monitored and tracked.
  • VOC driven quality improvement. Customer feedbacks are important and help drive process improvement. Capturing of predictive and prescriptive insight to do process reengineering.

EMPLOYEE ENGAGEMENT

  • Timely feedback. Deliver timely feedback to drive improvement. Allows agents to go through the feedback anytime.
  • Agent motivation. With regular feedback creates a benchmark and set goals for employees with real-time performance update, reinforce positive behavior.
  • Empower agents to self-coach and self-improve. A personalized, customized, and real-time dashboard enables the employee to keep a watch on their performances anytime helps self-improvement.

DELIVER KEY PERFORMANCE MATRICES

  • Process insight with different evaluations. Pre-built audit form library or design as per your need to get the process insights and drive performance.
  • Pre-configured workflow template. Automate compliance by customizing workflows like calibration, audit the auditors, and coaching.
  • Customized high-quality reports and dashboard. Create interactive dashboards and reports aligning to business matrices and keep a close watch on the same.

PROCESS FLOW

INDUSTRIES CATERED

BPO/Outsourcing

E-Commerce & Retail

Healthcare

Education

Banking & Insurance

Marketing Agencies

Hospitality

REQUEST FOR DEMO

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FREQUENTLY ASKED QUESTIONS

QMS tool can be used as a standalone product or can be integrated with any dialer. Presently it is integrated with eDAS VAANI dialer.

Yes, QMS can function independent of any dialer integration.

Below are the few features of eDAS QMS:

  • Single interface for recordings and evaluation
  • Variant audits mechanism available
  • Enhances audit team productivity by automating reporting system
  • Advanced and automated reporting system
  • Interactive dashboard to give process insight
  • Easy to use and easy to maintain data
  • Can be integrated with any dialer

Audit forms can defined for the process at admin login.

At admin panel, admin can define process and can add multiple forms for the process.

Agent will get notification once he logins with his/ her User ID, he can see his audit feedback form available for his view.

Advanced and automated reports is available in Reports tab for download