In today's age, call centers are more than a normal helpline number and are responsible for how your brand is perceived across social media channels and general word-of-mouth. Great customer experience starts with your first line of contact, i.e. the call center. Organizations around the world are turning their attention towards call centers and investing in new technologies that can help increase their overall effectiveness.
Call quality monitoring is one such method which can prove to be extremely beneficial who want to actively keep track of their agents' call quality, the efficiency of their customer service, and use the data to constantly improve their services.
Quality monitoring support services are relatively new but are extremely efficient in helping you improve your customer support experience and tracking the performance of the entire floor in real time. Your floor managers are also better equipped to maintain pre-set call quality standards, deal with abnormal behavior, and customer backlash issues. The proprietary software used by us also prioritizes incoming calls based upon their importance, ensuring the calls are diverted to experienced executives when required.
When you outsource quality monitoring support services to FWS, you can gain from the following -
Our call monitoring support services are ideal for monitoring sales, business, and support calls while helping you carefully audit them. Real-time data obtained from our proprietary systems can then be used to improve the interactions that your agents have with your customers. Our out-of-the-box interactions play well with a variety of different systems, ensuring very less downtime between deployment and execution. Our services include -
We assign a team of call quality analysts who go through your existing call recordings to derive important insights in the form of an electronic evaluation form. Thereafter, a program is formed to train your agents in how to undertake high-quality calls. In this program, we make it possible to view all variances in the agent evaluations and playback examples of interactions for better understanding.
The information is distributed through detailed dashboards which break down the process into the smallest important details. Since we believe that the quality monitoring program regularly improves over time, we also keep improving our program to introduce new changes for better results year after year.
Speech analytics technology has grown by leaps and bounds in the past few years and is extremely important for efficient call quality management. Our services can help you easily sample 100% of the call made instead of manually sampling lesser amounts, allowing you to achieve a better overlook of where your call center currently stand. You can also automatically categorize calls as the speech recognition software understands what the call is about and labels it with the necessary information, ensuring ad hoc search using just keywords and phrases.
When it comes to outsourcing quality monitoring support, most clients believe our call quality evaluation is one of the best in the industry. Our expert call quality evaluation team measures all the metrics carefully to ensure better calls from your call center agents. Throughout the process of evaluation, we keep sight of your organizational goals so as to tweak the process to suit your requirements. Our program consists of -
With more than 10 years of industry experience under our belts, we can draw from our immense wealth of resources and guide your project by giving inputs on the latest technologies and processes that can help you gain a competitive edge. We can -
We provide call center agent training services which can help them understand the quality processes and determine ways in which the experience for the customers can be improved. We closely monitor your agents during and after the training process and help evaluate their quality from multiple perspectives for a better overall picture of the agent's attributes. Our training sessions consist of -
Have a look at the call center services portfolio provided by the experienced team at Flatworld Solutions.View all Samples
We believe that once the quality assurance process is implemented, there must be regular changes so as to make sure quality keeps improving over time. Our step-up approach towards quality monitoring support in India ensures our global clients can start benefiting immediately from our resources and our experience. Some of the major highlights of services include -
When you partner with FWS for call quality monitoring support services, we can help you easily spot and discover where your call quality is currently lagging, while helping you establish the necessary improvements to be made. Some of the benefits of working with us include -
With FWS, you can engage in a systemic and standardized call support monitoring process, ensuring your call center team is always working at peak performance. Soon you will see the effectiveness of your agents increase as well as the customer satisfaction ratios thereby deliver better company performance and a huge ROI on your small investment.
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