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Comprehensive, cost-effective quality monitoring for all your customer contacts.
HyperQuality staff listen to your calls and read your emails or chats, then we thoroughly evaluate them, providing immediate and actionable feedback to each customer care agent via the industry's leading web-based reporting software, ClearMetrix.
One monitored call, email or chat session for each agent every 8 hours.
Daily feedback and ranking for every agent, team lead and manager.
Trend lines for additional training to be EvenBetter™.
Data and analysis for team leads and managers.
Profile ranking of your agents.
Individual Agent Scorecard.
Storage of voice recordings and historical quality results.
Defined parameters that evaluate applicable skills: Core, Soft, Selling, Technical, Cultural, etc.
Transaction based independent feedback
Voice and Accent Communications
As more American companies outsource contact center jobs to countries such as India, Canada, Mexico and the Philippines, the potential risk of losing customers due to poor customer service, cultural gaps or voice and accent communication problems can outweigh the cost savings that outsourcing delivers. HyperQuality's Voice and Accent Communications Service applies special expertise to evaluations in these conditions, reducing the risk and helping companies maintain (and even increase) customer satisfaction with their offshore contact centers.
Our Seattle-based QA team is comprised of highly-experienced individuals whose expertise includes:
