What is ACQM?
ACQM is a comprehensive quality auditing solution designed to bring structure and clarity to your call center’s performance reviews. It replaces the complexity of spreadsheets with a dedicated workspace where administrators and auditors can collaborate efficiently.
The platform is built to simplify the entire auditing workflow, ensuring that call assignments are consistent and evaluations are unbiased. By turning raw audit data into clear, professional analytics, ACQM allows management to instantly identify trends and pinpoint areas for improvement. Whether you are managing multiple campaigns or tracking individual auditor performance, ACQM provides the reliable control and visibility needed to elevate your customer care standards.
Key Features of ACQM
- Unified Web-Based Auditing Panel
- Automated Call Assignment System
- Multi-Dialer & Multi-Campaign Management
- Role-Based Access for Admins & Auditors
- Advanced Analytics & Pareto Charts
- Critical to Business (CTB) & Critical to Quality (CTQ) Tracking
- Bottom Quartile Management (BQM)
- Auditor Performance Scorecards
- Real-Time Quality Trend Reporting
- One-Click Excel Report Export
How ACQM Works
Step 1: Automated Assignment
The process begins with smart automation. Administrators configure the Auto-Call Assignment feature to distribute calls daily, weekly, or monthly. This "set and forget" system ensures a steady, unbiased flow of work to auditors without manual intervention.
Step 2: Focused Auditing
Auditors log in to their personalized workspace to view their assigned
tasks. They review calls within a structured environment that tracks
progress, ensuring every evaluation is consistent and aligned with
quality standards.
Step 3: Real-Time Analysis
As audits are completed, data is instantly aggregated into the admin
dashboard. Leaders can monitor quality trends, check CTB & CTQ
scores, and view auditor performance metrics in real time, providing
immediate visibility into campaign health.
Step 4: Actionable Insights
Using advanced visualization tools such as Pareto charts and Bottom
Quartile Management (BQM), administrators can identify error patterns
and underperforming areas. This data-driven approach enables targeted
coaching and supports continuous improvement.
How ACQM Works
Eliminate Operational Chaos: Say goodbye to the inefficiencies of manual spreadsheets and scattered files. ACQM centralizes your entire quality assurance process into one secure, streamlined web platform, saving you countless hours of administrative work.
Data-Driven Decision Making: Don't guess where your quality gaps are—know them. With built-in Pareto Charts and BQM (Bottom Quartile Management), our platform highlights exactly which parameters and agents need attention, turning raw data into a clear roadmap for improvement.
Fair Evaluations: Ensure your audits are objective. Our Auto-Assignment System distributes calls randomly and consistently, removing human bias from the selection process and ensuring every agent is evaluated fairly.
360-Degree Visibility: ACQM doesn't just track agents; it tracks the entire ecosystem. From CTB & CTQ scores that measure business impact to Auditor Scorecards that monitor the accuracy of your QA team, you get a complete, transparent view of your contact center's performance.