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What is PwC Instilling Quality?

Instilling Quality is a unique quality assurance tool aimed at objectively measuring and scoring the thoroughness and accuracy of follow-up actions on accounts, customizable by each user. This tool is integrated into the Resolution Queueâ„¢, a proprietary workflow software developed by PwC for the management of healthcare accounts receivable (A/R), but it can also be licensed separately to function independently according to user needs. The Instilling Quality software conducts random evaluations of the work performed by collection specialists, providing a numerical score that reflects the completeness and attention to detail of each account. Users have the ability to define precise criteria for the accurate scoring of accounts. The quality review process utilizes a rolling average of user scores over a 90-day period, allowing team members with higher scores to manage fewer accounts for review, while those with lower scores are assigned additional accounts to ensure ongoing development in the review process. This strategy promotes quality performance and systematically improves the overall efficiency of account management. Consequently, the implementation of this tool not only elevates individual performance but also contributes to the enhanced effectiveness of the entire team.

What is ObserveCTI?

ObserveCTIâ„¢ simplifies management by providing your organization with a quality assurance tool that offers selective and smart voice and data recordings without the need for a specialized voice logger. The system organizes and stores all recordings for easy future access, which can be done from your computer, a remote site, the internet, or any touchtone phone. Supervisors have the ability to oversee multiple locations through their computers, allowing for centralized management of audits within the organization. Furthermore, ObserveCTIâ„¢ enables contact center supervisors to evaluate agents using a fully integrated auditing feature specifically designed to meet your business's unique criteria. With just a single click, supervisors can simultaneously listen to and analyze recorded calls and screens, streamlining the evaluation process. Once the session is completed, they can provide feedback, save the audit, or forward it to the agent or management for additional review, thus ensuring a thorough assessment. This effective system not only boosts accountability but also significantly enhances the quality of service provided. Moreover, the ease of access and comprehensive review capabilities contribute to continuous improvement and operational efficiency within the workplace.

Media

Media

Integrations Supported

Additional information not provided

Integrations Supported

Additional information not provided

API Availability

Has API

API Availability

Has API

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Pricing Information

Pricing not provided.
Free Trial Offered?
Free Version

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Supported Platforms

SaaS
Android
iPhone
iPad
Windows
Mac
On-Prem
Chromebook
Linux

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Customer Service / Support

Standard Support
24 Hour Support
Web-Based Support

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Training Options

Documentation Hub
Webinars
Online Training
On-Site Training

Company Facts

Organization Name

PwC

Date Founded

1998

Company Location

United Kingdom

Company Website

www.pwc.com/us/en/products/instilling-quality.html

Company Facts

Organization Name

Cacti

Company Website

www.cacticom.com

Categories and Features

Categories and Features

Telephony

Auto-Dialer
Call Center Management
Call Monitoring
Contact Management
IVR / Voice Recognition
Inbound Reporting
Outbound Reporting
Predictive Dialer
Telemarketing Management
VoIP
Voice & Data Integration

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