PwC Instilling Quality Description
Instilling Quality is a distinctive quality assurance tool designed to objectively evaluate and score the accuracy and comprehensiveness of follow-up actions on accounts, tailored by user. This tool is part of the Resolution Queue™, a proprietary and customizable workflow software from PwC for managing healthcare accounts receivable (A/R), but it is also available for separate licensing and can function independently based on user requirements. The Instilling Quality software randomly assesses the work done by collection specialists and assigns a numerical score reflecting the thoroughness and completeness of each account. Users can specify the exact criteria necessary for scoring accounts accurately. The quality review process is informed by a user score's rolling average over 90 days. As a result, team members with higher scores face a reduced number of accounts for review, whereas those with lower scores will have more accounts queued to ensure continuous improvement in the review process. This approach not only incentivizes quality work but also systematically enhances the overall efficacy of account management.
PwC Instilling Quality Alternatives
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Key features at a glance:
- AI scoring and proctoring for secure, data-driven evaluation
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QEval
Contact center QA teams evaluate 1 to 5% of calls manually. QEval eliminates that bottleneck by applying AI speech analytics and automated scoring to 100% of interactions across voice, chat, and email, using a classification engine trained on 138M+ real conversations.
Capabilities span quality monitoring, compliance detection for PCI, HIPAA, and GDPR at 98% accuracy, sentiment analysis, keyword identification, agent coaching workflows, performance gamification, and predictive analytics across 110+ configurable dashboards. Quality scoring runs at 94% accuracy with zero manual intervention.
Deployment takes 30 days. Industry standard is 90 to 120. No disruption to live operations. Etech Global Services built QEval from two decades of running Fortune 500 contact centers in healthcare, telecom, retail, banking, and BPO. ISO 27001, SOC 2, PCI-DSS certified. Built for QA leaders and operations teams scaling coverage without adding headcount.
QEval also provides call recording management, screen capture, custom evaluation forms, calibration tools for QA consistency, root cause analysis, trend identification, and automated alert systems for compliance breaches. The voice of customer module tracks customer sentiment across touchpoints to identify service gaps and training opportunities. Real-time monitoring lets supervisors intervene during live interactions. Role-based access controls, audit trails, and data encryption ensure enterprise-grade security. QEval supports multi-site and multilingual contact center environments with centralized reporting across locations.
API integrations connect QEval with existing CRM, telephony, and workforce management systems. Automated report scheduling delivers insights to stakeholders without manual effort.
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ScoreDoc
ScoreDoc creates a comprehensive reputation scorecard of the prospective healthcare provider by combining the sentimental analysis report with the average online ratings, number, and recency of reviews on the most relevant review sites. It also provides the user with a percentile score of the provider/practice they are considering to visit by comparing the score of several other healthcare practitioners within that specialty in the same city/region.
With the ScoreDoc app, users can effortlessly utilize several features of the ScoreDoc platform to generate a comprehensive "review scorecard" of healthcare providers like doctors, medical practices, urgent care centers, dentists, etc. Users can also save the link for future visits securely and privately if they prefer to do that. Using the ScoreDoc android app will help them compare healthcare providers' reputations to make an informed decision.
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Tenscores
Quality Score is summed up at the account level, providing a quick overview of your performance. By examining the elements that affect Quality Score, you can identify opportunities for optimization. You can also visualize how your keywords and metrics are positioned across the Quality Score spectrum. Campaigns, ad groups, and keywords are categorized into high performers and low performers, giving you a clear starting point for improvement. After conducting keyword research, organizing your keywords into relevant groups is crucial. This strategic grouping ensures that the intent behind a search aligns with the advertisements displayed and the landing pages users visit. Maintaining relevance is essential for the success of your Google Ads campaigns. By effectively categorizing keywords, you guarantee that search queries consistently connect with appropriate ads and corresponding landing pages, ultimately enhancing user experience and engagement. This methodical approach not only increases the efficacy of your ads but also drives more qualified traffic to your site.
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Integrations
No Integrations at this time
Company Details
Company:
PwC
Year Founded:
1998
Headquarters:
United Kingdom
Website:
www.pwc.com/us/en/products/instilling-quality.html
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Product Details
Platforms
Web-Based
Types of Training
Live Training (Online)
Customer Support
Online Support
PwC Instilling Quality Features and Options
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