The satisfaction of your customers and of your employees
By the quality of your contacts
Calibris is a company created 10 years ago by friends who were in charge of the information system of the customer relations department of one of the largest European contact centers.
The experience they have acquired over the past 20 years allows them to offer simple but effective tools for the customer relations industry.
Learn MoreDo you entrust your customers' contacts to a service provider?
Are you entrusting your customers' contacts to a service provider? Determine what is important to you. The respect of your quality charter. The follow-up of the call script. The use of the tools you provide. Develop evaluation grids in Calibris with him and let his supervisors measure the achievement of your requirements during the contacts with your customers.
Do the employees of your provider respect your instructions, commitments and contract?
He is a professional in customer relations, you can trust him. But as the saying goes But as the saying goes, "Trust does not exclude control". Check the level of achievement of your requirements in complete synthetic dashboards, by channel, by type of call. Ou si besoin listen to this call or read this chat and the evaluation that was made according to your criteria.
Is your requirement understood by your provider?
Double-checking is not enough. Evaluate a few contacts yourself in Calibris and compare your results directly with the evaluation performed by your service provider. Share your remarks with your provider and explain your expectations. This will make your quality dashboards more reliable, and will help you orient the improvement plans to be implemented.
Is the quality measurement reliable and homogeneous on all sites and in all teams ? Are your evaluation grids understood?
Organize and conduct calibration workshops in Calibris with managers or the quality team, during which you standardize the measurement of contact quality. Take advantage of the workshops to improve your grids with feedback from the field, the difficulties encountered, and the good ideas of daily Calibris users.
Is your relationship center certified "ISO 18295" or do you want to be?
Obtaining the "ISO 18295 Customer Relations Service" certification requires a rigorous action plan and measurement tools that are sometimes difficult to put in place. Calibris helps you in this process by centralizing the measurement of quality at the finest level of the organization up to the synthesis of the NF dashboard. Whatever the size and number of your contact centers.
Your client entrusts you with the management of his clients' contacts?
Determine with your client what is important to them. Bring him your expertise in the matter. Develop evaluation grids in Calibris, explain them to your managers who will evaluate the level of achievement of your customer's requirements by your employees who are in contact with his customers.
Do your employees respect your instructions, the commitments, the contract with your customer?
Your managers evaluate the contacts of your employees. Explain the results to them. Set up corrective actions in Calibris and follow up on their implementation, in a continuous improvement process. You check the level of achievement of your customer's requirements in complete synthetic dashboards.
Are your supervisors following the evaluation guidelines? Do they need help?
Double-checking is not enough. Your site managers evaluate a sample of contacts in Calibris. Compare and debrief the differences with the manager. You will thus guarantee the reliability of the quality dashboards that you send to your customer or that he consults in Calibris according to the defined rights.
Is quality measurement reliable and consistent across all your sites and teams? Are the evaluation grids understood?
It is difficult to ensure that supervisors evaluate in the same way. Especially in a multi-site environment. Organize and conduct calibration workshops in Calibris with managers or the quality team, during which you will standardize the measurement of contact quality. Take advantage of the workshops to take into account the feedback from daily Calibris users.
Is your relationship center certified "ISO 18295" or do you want to be?
Obtaining the "ISO 18295 Customer Relations Service" certification requires a rigorous action plan and measurement tools that are sometimes difficult to put in place. Calibris helps you in this process by centralizing the measurement of quality at the finest level of the organization up to the synthesis of the NF dashboard. Whatever the size and number of your contact centers.
Calibris has enabled all its customers to obtain ISO 18295 certifications.
Calibris has all the necessary functionalities for quality monitoring in the customer relations sector. And much more.
Your managers evaluate the contacts of your employees. Explain the results to them. Set up corrective actions in Calibris and follow up on their implementation, in a continuous improvement process. You check the level of achievement of your customer's requirements in complete synthetic dashboards.
Is your supervisor following the evaluation guidelines? Does he or she need help? Do the same evaluation and compare and debrief your views with him/her directly in Calibris.
It is difficult to ensure that supervisors evaluate in the same way. Especially in a multi-site environment. Organize and conduct calibration workshops in Calibris with managers or the quality team, during which you will standardize the measurement of contact quality. Take advantage of the workshops to take into account the feedback from daily Calibris users.
Do you want to perform control actions on specific points, quickly and simply, without evaluating the entire interaction? Coaching actions are there to help you.
Define your own evaluation grids easily and autonomously. Calibris has an innovative evaluation method, based on indicators and situations, which allows you to translate the level of your customer interactions in an intuitive way.
Trigger corrective action planning upon assessment findings if identified as necessary, and track its completion.
Have an intuitive approach in the execution of your tasks. Calibris provides you with the necessary information to complete your evaluation circuit.
Calibris natively has a system of replacement in case of absence: Pass the relay to one or more of your collaborators when one of them is absent, in all transparency and security.
Calibris provides you with detailed, interactive, privilege-based reports. Track the progress of your organization and your employees, including your ISO 18295 report, in real time.
Obtaining ISO 18295-1 & 2 certification requires a rigorous action plan and measurement tools that are sometimes difficult to set up. Calibris helps you in this process by centralizing the measurement of quality at the finest level of the organization up to the real-time synthesis of the ISO 18295 dashboard. Whatever the size and number of your contact centers.
Complete your assessments on a tablet. Debrief on your laptop. Analyze your dashboards during your meetings on your connected TV. Calibris will adapt to all your situations.
Role-based access control (RBAC): access privileges are assigned to roles, which are in turn assigned to users. You can create as many roles as you need, and assign the permissions you want. All on your own.
The design of the interface has been conceived for an extremely intuitive ergonomics and handling. Create your own grids, your users, control your accesses, consult your results in real time... Do everything you want in a simple and fast way.
The REST API gives you programmatic access to facilitate data exchange between your applications, export data to your data service, improve your workflow, and gain productivity, securely.
If you are interested but don't know where to start, contact us.