Measure your employee’s ability with constant performance analysis
Omind enables organizations to grow a productive workforce by measuring the strengths and weaknesses of their professionals. You can leverage our QA tool for constant performance analysis and resolve the issues that create hindrance in smooth business operations. We allow you to assess your agent’s capabilities based on several different KPIs – average handle time, average call transfer rate, average wait time, call abandonment rate, call quality, and so on.
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Constructive employee feedback for evaluation
We aid organizations to cultivate employee feedback for easy evaluation. Using the employee productivity analysis software you can ask your managers, supervisors, peers, and even the customers to leave feedback on the agent’s performance. Besides sharing feedback, managers can also view the feedback for a particular campaign using the filter options.
Constant reporting and employee quality analysis for a specific campaign
Reporting and quality analytics are easy to fetch using Omind’s employee quality analysis software. You get the flexibility to search for the employee performance report on a specific campaign, view the detailed analytical data, and export the report on your device of choice. The report is gives you in-depth information about call type, call duration, call audit, call automation, call interval, customer education, listening skills, communication skills, voice delivery, and many more.
Track progress report for maximizing performance
Wondering how to monitor agents' progress and optimize your customer support services? Omind brings you a one-stop employee performance management solution. Our QA tool is known for its enhanced accessibility in generating reports and analyzing them for better performance management. The module makes it easier for your managers to keep track of every call and optimize the agent’s capabilities.
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It’s our pleasure to share what our customers say
The FEMS QA framework in fusion comes with a robust 360 degree approach in quality assurance...covering the entire life cycle of quality assurance the framework tracks the performance management at all level with one view. The multiple performance view in different location helps us to be calibrated and work towards improving the quality and customer satisfaction. We thank for keeping us within the FEMS QA framework across all partners for better visibility.
Subscription-based Delivery Startup, India
Mind FAQ used effectively with the upload of important business data and processes is a substantially beneficial tool for the agents to use, whilst simultaneously servicing our customers ensuring seamless and accurate information provided throughout. The dedication and efficiency of the team uploading and embellishing product knowledge into the tool has paid dividends to the effective utilization of the tool within operations.
UK’s Largest Hospitality Chain
Love Mind FAQ! I can definitely see its value and it is so useful for the team.
Energy Service Provider, USA
Even though the automation piece is still not yet complete, I can already see how this can increase efficiencies. So excited to take this forward!
Autoparts Ecommerce Brand
I would like to thank you and extend my appreciation for implementing FEMS QA framework in OYO International. Implantation of the robust FEMS QA framework helped to capture an employee’s entire QA lifecycle starting from certification, Transaction QA , TNI and Performance improvement. With 360 degree approach in the FEMS QA framework helped to improve conversion through continuous focus on transactional /special audit and tracking of agent feedback acceptance/ supervisor coaching. This high-level approach helped us to improve our business KPI and contact center performance.
India’s Largest Hospitality Chain
I love the automated queue monitoring. Very helpful, thank you.
Vehicle Shipping Company, USA
OUR Case Studies
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