Benefits by Job Function
Statistically Valid Sample Size
HyperQuality provides more quality evaluations than most companies are able to handle internally – for the same or less than you are paying today.  That means you can trust that your reports are accurate and you are making decisions based on fact.
Objective Scores
By trusting your quality evaluations to a third-party, unbiased partner, your agents will buy into your quality program and start making drastic improvements.
Time Savings
Most supervisors spend 80% of their time listening and evaluating calls and just 20% spending time coaching and training their agents.  With HyperQuality, your supervisors will spend most of their time with agents and performing other valuable tasks.
Easily Accessible Data
HyperQuality’s web-based reporting tool, ClearMetrix, puts all of the data you need at your fingertips.  You’ll have the information you need to make sound decisions from anywhere in the world, 24 hours a day.
Increased Revenue and Reduced Costs
All of HyperQuality’s services focus on improving the metrics that are important to you.  We’ll help you make big impacts in your cost and revenue structure.  In fact, we’ve found that a $1 investment in quality yields a $6+ ROI.
How can HyperQuality help a
Customer Service Director?

Meet Jim.

Jim was hired to “fix” all of the company’s call center problems that had built up over the last 15 years.  The systems were out of date, the center was understaffed and over a million calls were lost to busy signals or abandons each year.  Within three years, Jim updated all of the equipment and service levels were at an all time high.

Now that the quantity of calls was under control, Jim wanted to focus on quality.  But the staff resisted.  The supervisors didn’t have the time to complete the evaluations and the staff didn’t agree with their scores.  Jim’s staff was being rewarded for handling calls quickly even if that meant they were curt or skipping steps.

Jim knew something had to be done to increase quality.  He wanted someone who could provide an objective score and someone who could evaluate a meaningful amount of calls.  HyperQuality provided the service Jim needed and in just six months their quality increased 20%.

Jim had improved the company’s quality performance to match its quantity performance.

HyperQuality Benefits for other JOB FUNCTIONS

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