Quality

In today’s world, great customer service is crucial to attracting and retaining customers. The interaction with an agent is a major contributor to a customer’s opinion about a company. Strong quality management practices are necessary to ensure a positive and consistent customer experience. Strong quality management is especially critical as contact center operations become more complex with outsourcing, increased volumes, and new interaction channels.

Companies are looking beyond the traditional method of randomly monitoring a few agents. They are moving away from solutions that focus on individual agent performance and evolving to solutions that tie agent performance to overall company performance. These solutions include robust analytic capabilities, logging/recording, agent evaluation, and customer surveys.

At Ponvia, we have extensive experience in the area quality management. We can help your company build quality management strategies and solutions that align to your overall business objectives. We have leveraged our deep expertise to build proprietary methodologies and frameworks in this area. Our solutions include:

• Total Call Recording
• Speech Analytics
• Quality Management Workflow
• Benchmarking and Surveys