Continental selected eQuality because of the sofware's robust functionality and ease of integration with its Rockwell ACD. eQuality had all the features the company wanted, including the ability to capture both voice and data.

Continental Airlines (QA) taskforce participated in a Performance Optimization Workshop. According to Andre Harris, "The workshop was dynamite from the standpoint that it helped us develop an evaluation form and scoring methodology based on what our customers want and our desire to provide it to them."

• Increased overall quality score by 10 percent
• Increased first-call resolution by 10 percent
• Increased compliance with vendor transfer programs by 22 percent
• Increased e-ticket sales by 8 percent
• Lowered talk times by 2-3 seconds
• Improved team leader productivity, increasing the number of agent evaluations performed by more than 100 percent
• Streamlined implementation of new front-end reservation system with enhancements enabled by data capture
• Reduced hours of recurrent classroom training