Achieve Contact Centre Compliance
Hitting service levels, nailing compliance
Agent compliance training is more than just a box-ticking exercise. It’s a chance to stay ahead in the industry. In some cases, it’s a legal requirement—and if your agents aren’t up to date, you could face a hefty penalty.
So, how do you keep customers happy and make sure mandatory training is completed?
Maximise training, minimise downtime
QStory makes it easy to guarantee your agents complete their compliance training while consistently hitting SLAs. Our platform balances live contact volumes with actual staffing levels. The result is that your agents remain available to your customers, with pockets of time automatically repurposed to carry out compliance training.
QStory seamlessly slots into your Learning Management System to track each agent’s training progress. The platform automatically arranges training sessions during free time when agents would otherwise be idle.
We need to evidence 15 hours of FCS approved training per colleague per year. It was a massive challenge to get this done, and in fact we never did, but now QStory handles it.
Rating:
L&D Manager
Insurance company
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