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Business Process Analysis for Call Center Process Improvement
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Quality Evaluation Services Two
 

Quality Evaluation Services Benefits

It’s a proven fact that evaluating the performance of your contact center agents is an effective way to improve customer service and sales efforts. HyperQuality provides the tools to help your agents provide a quality customer experience while meeting or improving service metrics.
 
Reduce Cost
Let HyperQuality help you reduce costs by identifying ways to increase agent efficiency and optimize company policy, process, and infrastructure.

Improve Top Line Revenue
Things like sales conversion rate, agent knowledge, and customer retention all impact top line revenue. HyperQuality's team of dedicated professionals will identify the key opportunity areas inside interactions and provide recommendations to positively impact your revenue.

Customer Experience Improvement

Based on information learned from evaluating customer interactions, HyperQuality will develop specific recommendations designed to improve customer experience. Improvement can be achieved in areas like Next Contact Avoidance, First Contact Resolution, likelihood to recommend, and customer effort.

Voice of the Customer
Within every interaction, there is an opportunity to listen to the voice of the customer. HyperQuality can identify not only what the agent is doing, but also what the customers are telling you.

Compliance Check
Ensure your agents are meeting compliance criteria on every call and verify that all steps in the process were followed - proactively coach agents on areas of opportunity.

Opportunity Based Analysis
In addition to evaluating your customer interactions, HyperQuality can also analyze and identify the key areas of opportunity for agent and business improvement.

Vendor Management
Whether you use one or multiple outsourced vendors, measure the performance for each vendor consistently and determine if coaching opportunities are localized with one vendor or across all vendors.

More Frequent Monitoring
With all of the priorities in call centers, it can be difficult to evaluate agents on a frequent and consistent basis. Allowing HyperQuality to evaluate your agents ensures they are consistently evaluated and receive frequent feedback which leads to improved agent performance.

Goal Based Evaluations
Customer interactions are evaluated based on your company's goals. Whether your goals include increasing sales conversion, monitoring compliance, improving agent performance or is a combination of all three, HyperQuality evaluates performance and recommends strategies for improvement that are specific to your company.
 
 
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