FOR IMMEDIATE RELEASE
HYPERQUALITY EVALUATES FIVE MILLION CUSTOMER CALLS
Corporations Using HyperQuality Have Improved Customer Satisfaction, Quality Assurance Ratings.
SEATTLE (April 29, 2009) —HyperQuality has achieved what few companies ever have: monitoring and evaluating 5,000,000 customer interactions for quality. Only six years in operation, HyperQuality has hit an unparalleled milestone in quality assurance, giving it industry-leading expertise in contact center quality monitoring.
Satisfied customers create more loyal and long-term relationships, directly improving bottom-line results – in fact studies from the prestigious American Customer Satisfaction Index (ACSI) have directly tied customer satisfaction with market capitalization. But most companies can’t invest the time or resources to professionally monitor their customer service functions, and are therefore at a competitive disadvantage. Typically companies are monitoring only three to five customer calls per month, meaning there is no strategic data or validity.
“Because we evaluate more than 6,000 calls per day now, we are uniquely positioned to provide impartial and knowledgeable analysis about how our clients’ customer service agents are representing their brands,” said Chris Coles, CEO of HyperQuality. “This isn’t just a feel-good function, but a program that directly improves sales, support and service objectives. Clearly there’s significant value in our services, because HyperQuality’s revenue and client-base has grown exponentially in just a few years.”
By alleviating the call monitoring and evaluating challenges from some of the nation’s top companies, including Allconnect, Becker, Guthy-Renker, Sage Telecom Inc., SkyMall, and Travelocity, HyperQuality has helped its clients continually achieve their customer service business objectives through satisfied, productive relationships with their customers. HyperQuality’s clients have routinely had higher customer satisfaction ratings, higher quality assurance ratings, improved sales results and lower contact center operating costs.
Because no one can afford to lose customers – especially in this economy – HyperQuality gives clients the tools to deliver the best possible experience to the customers. Besides creating loyalty and contributing to their revenue, HyperQuality’s services have enabled their clients to win industry recognition and awards such as:
- Numerous top rankings in J.D. Power and Associates industry reports for customer satisfaction
- “Contact Centre of the Year,” by British Columbia Contact Center Association
- 2008 Global Connect Conference’s “Enterprise Award for Telephone-based Service”
- “Highest Customer Satisfaction” by Customer Operations Performance Center
- Business Week’s “50 Top Performing Companies”
- Fortune Magazine’s “Most Admired Companies”
- Brand Week’s “Customer Loyalty Award”
- American Business Awards Stevie Award for “Best Customer Service Organization”
- Forbes Magazine’s “Forbes Platinum 400”
- Travel + Leisure Magazine’s “Ten Best Hotels for Service in the World”
About HyperQuality, Inc.
Founded in 2003, HyperQuality (www.hyperquality.com) is the leading provider of third-party quality assurance and business intelligence for contact centers. With a strong focus on call center operations, the company evaluates millions of interactions annually between contact center agents and customers and, using advanced analytics, generates actionable feedback to drive performance improvement. Ultimately, HyperQuality helps companies – including some of the most well-known names in the travel, retail, financial services, education and utility industries - improve the quality and effectiveness of their customer interactions. In addition to quality evaluations, HyperQuality collects, evaluates and analyzes other forms of customer data, including customer and employee surveys; shopping experiences and marketing programs.
HyperQuality is a global business with corporate headquarters at One Convention Place, 701 Pike Street, Suite 1560, Seattle WA 98101. For more information, call (206) 283-7119 or visit www.hyperquality.com.
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