puzzel quality assurance

Empower your advisors to deliver exceptional customer experiences

Puzzel Quality Assurance is a complete, end-to-end QA and performance management solution. It enables QA teams to automatically filter and select the most important customer interactions for evaluation. Leaders can then score, deliver feedback to agents, and create personalised coaching programmes that can be tracked over time to ensure the continuous development of your workforce, services and operations. With QA and coaching all in one, you can deliver 10x more feedback and increase productivity by 285%.

Top Features

Identify

Build custom work queues to automatically identify and distribute customer interactions to QA teams for evaluation and root-cause analysis.

Empower

Provide constructive feedback to agents and create personalised coaching programmes tailored to their needs.

Uncover

Identify opportunities to improve customer satisfaction and track progress of coaching programmes over time.

A cloud solution built for contact centers:

Evaluate customer interactions, extract actionable insights and deliver personalised coaching all within your contact center solution Just 3% of customer interactions are currently evaluated in contact centers and even less are acted upon. With Puzzel Quality Assurance, you can monitor the customer interactions that matter most to your business, extract key, actionable insights, and deliver personalised coaching programmes that have a real impact on your agent performance and improve customer experience.

Identify conversations that need attention based on customer feedback, performance data and text analytics.
Build flexible, multi-channel scorecards that reflect your company’s unique values and standards.
Engage agents with their own personalised performance dashboard and coaching programme.
Track all quality and performance data on a single dashboard and build your own reports.

Flexible scorecards

Create your own flexible scorecards to evaluate voice, email, web chat, SMS, video and social media interactions. Choose from our range of best practice templates or create your own template with questions, rubrics, scores, and guidelines that reflect your organization’s unique values and needs and identify root causes of problems. Ensure consistent and fair QA scores by inviting colleagues to blindly assess the same conversation and then compare the scores. Employees can actively participate in the QA process with a transparent appeals system and even rate their own service delivery with a self-evaluation mode that doesn’t affect your core results.

Personalised feedback

Give employees constructive feedback that they can apply immediately in their next meeting. Send employees completed assessments in real time and allow them to track their own results and performance trends on a private, personalized dashboard. Analyze your entire feedback log using keywords and analytics to uncover systematic issues that are hindering employee performance, process tracking, compliance and customer satisfaction.

Reporting and analytics

Quickly identify which employees and which aspects of your customer experience require attention, then track how your QA efforts are positively impacting your organization’s KPIs. Build your own dashboards, leaderboards, and reports to monitor the metrics that matter most to you. Control access to performance data through user permissions so senior managers can zoom in from above, team leaders can monitor their teams, and employees can see only their own results, feedback, one-on-one conversations, and actions.

One-on-one conversations

Use data-rich employee performance insights to set up, plan, manage, and record all HR-related one-on-one conversations and actions in one place. Design and build your own meeting agendas or choose from our library of best-practice templates to ensure one-on-one conversations flow the same across the organization. Ensure each one-on-one meeting is actionable with reminders to ensure follow-up actions are captured and reviewed in the next session. Because everything is in one place, it is a piece of cake to register and track actions. Nothing is lost, everyone feels supported and HR teams also get the information they need.