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| Quality Evaluations
CSAT Surveys
Professional Services
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HyperQuality's professional services team works with existing clients (evaluation services clients) and also has stand-alone consulting projects. |
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In most cases, consultants' contact center management efforts focus primarily on monitoring internal performance without any consistent way to link performance scores to Customer Satisfaction (CSAT). Without this necessary connection, performance is basically measured for performance sake, with little possibility of generating data useful for improving ROI. HyperQuality uses data-driven methodologies to make the connection between management efforts, agent performance scores and customer satisfaction (CSAT) — with results that boost your bottom line. |
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In addition to our own custom, data-driven methodologies, HyperQuality uses four primary methodologies to assist our clients in achieving the highest possible ROI: |
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Six Sigma – A data driven methodology which seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and variation in business processes. |
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LEAN – This approach considers the expenditure of resources for any goal other than the creation of value for the end-customer to be wasteful, and thus a target for elimination. |
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PDCA - "Plan-Do-Check-Act" is an iterative four-step problem-solving process typically used in business process improvement. It is also known as the Deming Cycle or Deming Wheel.
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COPC – "Customer Operations Performance Center" COPC Family of Standards are rigorous measurement systems in the call center industry, providing a high performance set of global best practices and benchmarks that simultaneously increase service quality and customer satisfaction while lowering costs.
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Pricing is structured based on a custom-designed program to meet your specific needs. |
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Email us at info@hyperquality.com |
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to request a proposal or contact us at 1-877-283-7110 to schedule a Live Meeting demonstration of any of our services.
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or call us at 1-877-283-7110 |
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