Hearing what a customer has to say like issues, complaints or even feedback is an essential testimonial nowadays, which reflects the status of a company's performance. However, reviewing and monitoring all engagements can be agonizing and chaotic for an average in-house team especially when restructuring strategies are based on those inputs. Hence, call center monitoring support becomes really important and crucial. Therefore, outsourcing the whole chunk of monitoring services could act quite beneficial for any organization.
Flatworld Solutions has been a leading call center monitoring support services providing company for more than 17 years. With a vast team of experts, state of the architecture, and latest software, Flatworld Solutions have served hundreds of clients across the world. If you are looking for someone to outsource call center monitoring support services, a couple of successful case studies on our site will show that you can proceed with us fearlessly.
Call Center Monitoring Support from Flatworld Solutions will free up your resources to focus on several other productive tasks. Our call center monitoring support from FWS will eliminate the need for a dedicated in-house staff to spend hours on audio, video, call, and other engagement records. The solution we offer are as follows -
In today's generation, most business discussions happen over a digital medium like telephone, voice messages, etc. So, it's vital to maintain high-quality audio transmission. Sometimes, businesses meet roadblocks due to low audio quality receivers. Thus, Flatworld Solutions offer audio monitoring services that eliminate hassles in the audio transmissions.
FWS synchronizes your CCTV with a video monitoring system at our office. It is kept under surveillance 24/7 to monitor the activities happening in the client's location.
Flatworld Solutions call quality monitoring services helps you to find problems, maintain call quality standards to enhance customer satisfaction and performance of call center department.
Flatworld Solutions help set up video monitoring in your vicinity. Our team is well trained to monitor videos considering certain parameters ethically, legally, and technically in the right way. If we find any suspicious activity, we will notify you in a jiffy.
Businesses receive hundreds of inquiries through chatbox from their customers. Even though you try responding to each of them, still you may miss out a few or stop conversation unconcluded. Flatworld Solutions offer text monitoring services to find such tickets and close them faithfully.
FWS audits your calls based on a few parameters of quality. We audit them according to your business needs to give you an analysis report which offers flexibility and power to improve your business.
Calls are being recorded and saved within company database which was later retrieved by quality analysts for better electronic evaluation. The recorded calls or even the live ones are analyzed by the well-trained analysts who further provide suggestions to take action if needed. The agents of the company are also trained with programs so that they become more aware of taking the calls. By more and more call monitoring services, it helps to improve an agent of how to deal with a customer by being more transparent and fluent. The call monitoring if done on a regular basis, then it not only helps in improving the different program structure but also the customer's feedback could be analyzed for future process implementation.
The biggest challenge to improving customer support quality is the huge amount of customer interactions and data that needs to be thoroughly analyzed. Using AI and automation, we can help our clients monitor all customer interactions while they are occurring. Our AI solution smoothly provides instant feedback to agents, alerts supervisors in case of any problems, ensures that all regulatory compliances are maintained, and provides deeper insights into how to more effectively improve the level of support and customer satisfaction.
Our voice broadcast services make your lead and demand generation campaigns work more effectively and efficiently. We help you broadcast your messages to multiple customers at the same time and ensure that your advertisement, brand message, or internal team briefing is delivered instantly to multiple individuals. We also help you send customized voice messages to large groups of people in their preferred language.
Our Company has a reputation for providing a high quality-based assessment of call center monitoring support whenever outsourced by other clients in the market. Keeping in mind of the company goals and also as per prerequisite, our company provides services to our clients. A skilled group with full of knowledge is provided to your company who evaluate the contact strategy and also the agent performance. The list of curriculums that we provide to our clients are as follows -
We not only monitor calls but work as an extension of our client. With the help of updated equipment and software, we provide the best output so that it could compete in the market and remain on the top in terms of well marketing schemes. Help the company with diverse ways such as doing research on price, trends of services, and products which help the marketing department for decision making.
Flatworld solutions provide high quality-based training to agents so that they can meet customer expectations. In the agent monitoring sessions, we will screen agents and evaluate their quality. To maintain consistency in call quality; scoring is done, coaching the agent and also balanced scorecard is provided for all agents. Real-time monitoring is done through screen and audio interactions as well.
We will use software to recognize and analyze the speech with the help of keywords and phrases. Speech analytics has become crucial for the efficient management of call quality for the last few years.
FWS reviews how well your call support agents are handling calls. We review whether your contact support team is working efficiently, compliantly, and resolving customer queries. Additionally, we provide tips in enhancing it to increase the performance of your team.
Have a look at the call center services portfolio provided by the experienced team at Flatworld Solutions.View all Samples
Through call center monitoring support process, you can be more assured about the agents and their team performances. There are a few steps or points which should be done while developing a call monitoring procedure in the organization. The points are as follows -
During the call monitoring our teams, agents or departments will be based on specialization. Caller's fulfillment data will be obtained on a real-time basis. A detailed text monitoring services are also carried out to provide better visibility on insights.
Once the monitoring is in place, we will assess the data. The account verification, follow-ups, etiquettes, skills, abilities to solve problems, etc. will be done. All these would help to gather the accurate data which will be effective for the call monitoring and eventually scoring.
Here the selection of calls is made, which are more important & need special attention. The calls will well be divided and segmented based on priority such as to bad experiences or high-profile customers. Agents would be segmented to handle different areas such as selling products or having a campaign in market etc.
The full details of the call monitoring are documented and well graphed such as the goals, factors, roles, techniques, call monitoring duration, weekly or monthly or daily tracking, follow-ups, and meetings. Also, detailed call quality analytics services are monitored and shared with our customers.
The team will be briefed on every detail and their positions before the schedule of call monitoring. Every stakeholder would be briefed about their respective job roles. Training would be conducted & teams and agents would be briefed about call monitoring benefits and necessity.
We have the required experience and skills to work with clients from different industries and verticals. Some of the key industries we cater to include, but not limited to -
Flatworld Solutions is a reputed call center monitoring support services providing the company with a plethora of clients across the globe. All the clients come back to us for their recurring call center monitoring support services. Here are the aspects that have made them happier to partner with us -
Flatworld Solutions has ISO/IEC 27001:2013 compliance security system certifications. An ISMS certification assures our client in terms of data integrity.
During the session of call monitoring, we deal with all internal databases of the client's company, to maintain the privacy and unauthorized access of any information, protective data security measures are taken. We operate as per the Data Security Act & our ISO standardization makes us more safe and secure.
There is no compromise on the quality provided by us to our clients. Our ISO 9001:2015 certification helps us to gain that brand amongst market competitors.
Customer Service providence and client satisfaction is our main concern, so we have various price option configurations which are all flexible according to the projects and gives customers more suppleness to choose from.
When a team works on multiple projects, major errors are always a possibility. With more than a thousand employees on board, Flatworld Solutions will always make sure that a team is not mapped to more than one project to preserve the quality and accuracy.
A well-maintained infrastructure is provided where the agents are given special care during the session. Also, they are provided with all the facility, a team who would help them to have a clear view of quality call including the training about how to care about customers and deal with them. It will increase their customer strength, rapport and their goodwill.
We pay close attention to our deliverables; hence accuracy is a key factor we consider. Our team of highly experienced individuals ensures that all error-free reports are delivered on different frequencies.
We have been able to achieve 99% TAT. The time for the projects taken over is completed and delivered fast along with accuracy in it. The turnaround time for each project is quick.
Our Company has a flexible working formation prototype, we change according to the demand and needs of work. So, during the monitoring session if any changes or upgrades are needed, then additional members will be assigned.
A dedicated team along with managers, customer service provider for 24/7 are provided to the clients so that they can easily deal with all the issues without waiting & wasting any time. This group of people remains with the clients till the project is handled over and they have a satisfactory service.
A leading financial company was successful in achieving its goal with telephonic lead generation. The lead gen support we offered enhanced their efficiency and ROI.
A well-known client based out of the UK received lead generation support from us and therefore, saw an increase in sales and customer base.
Respect to Flatworld Solutions on the level of delivering us the best quality agents in the industry, that not only help our business to grow but also assist our clients on all possible levels. What we have experienced with Flatworld Solutions is that we are dealing with a company that is dedicated, dedicated to delivering us with the best possible service and devotion.Vice President,
Outsourcing helps in the growth of the organization from different aspects. Many times, the in-house factors are not enough for the development or solution of any problem. If call center services are outsourced then fresh ideas along with new views and judgments, new topics can be perceived. Moreover, time consumptions get decreased, monetary aspects are also sorted as it is divided. So why go to another while we have with all buffets of services available. We at Flatworld Solutions have 17 years of experience along with 100+ employee experience of management to give you the best performance within an affordable budget.
Contact us and outsource call center monitoring support services and avail the best value adds within your budget.
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