Call Center Monitoring Services
Evaluate call quality and agent performance. Facilitate immediate assistance from higher authority whenever needed with our meticulous call center monitoring services
More than 50% of consumers feel that companies should revamp their customer engagement strategy. Does it mean that every 1 out of 2 of your customers is dissatisfied with your call center agents? Outsource call center monitoring services to us today to find out the truth about your customer service satisfaction rate. Recognize the communication gaps with the system and resolve them to improve call quality and customer retention rate.
Our floor managers scrutinize each call minutely to gauge the level of customer satisfaction. Our team comprises qualified agents with multi-linguistical proficiency. We leverage the latest software options and world-class infrastructure to deliver as per international quality standards. Reach out to us to refurbish your contact center strategy and enhance the first call resolution rate with our customized services.
Our Call Center Monitoring Support Services
Choose our call center quality monitoring service to free up your in-house resources so that you can focus on core business functions like customer acquisition and retention. We employ the best agents to meet your business goals seamlessly. Our call center monitoring support services include -
Video Monitoring Services
Our video monitoring services ensure consistent and seamless live monitoring with real-time intervention. We scan employee behaviour, patterns, and habits and implement ways to achieve quicker response times.
CCTV Monitoring Services
Our team synchronizes your CCTV with the video monitoring systems to monitor the activities in the remote location. Our vigilant experts help you deter and prevent mishaps in real time through effective remote monitoring.
Call Monitoring Services
Our call center quality monitoring services ensure that every call meets the standards of excellence. Our analysts efficiently analyze the calls to retrieve great insights about customers.
Voice Broadcasting Services
Boost your lead generation campaigns with our voice broadcasting solutions. We help broadcast messages to various customers simultaneously to ensure your brand message pierces through multiple levels.
More Services
Audio Monitoring Services
Remote Video Monitoring Services
Text Monitoring Services
Call Auditing Services
Call Quality Analytics
AI Monitoring Support
Content Monitoring Support
Industries We Serve
We have the required experience and skills to work with clients from different industries and verticals. Some of the key industries we cater to include, but not limited to -
Aerospace
Agriculture
Automotive
Customs Brokerage
Defense
Energy
Education
Entertainment
Finance
Food
Healthcare
Hospitality
Information Technology
Logistics
Manufacturing
Multimedia
Public Sector
Pharmaceutical
Retail & e-Commerce
Telecommunications
Insurance
Legal
Real Estate
Our Call Center Monitoring Support Process
Our call center monitoring solutions abide by the following steps to ensure maximum ROI for our clients -
Monitoring Goals
During call monitoring, our team obtains real-time data on agent performance, call duration, and customer satisfaction. We carefully map our services to meet your business goals
Evaluation Criteria Development
We perform extensive rounds of account verification, follow-ups, skill development, and performance review. It helps us gather accurate data for effective call monitoring and scoring
Prioritizing Call Division
We segregate the incoming calls and categorize them as per their importance and need for special attention. The customer calls are segmented based on parameters like bad experiences or high-profile customers
Process Map of Call Monitoring
The call monitoring details are documented under heads like goals, factors, roles, techniques, call monitoring duration, weekly/monthly/daily tracking, follow-ups, and meetings. Also, detailed call quality analytics services are monitored and shared with our customers
All Team Members in Position
We brief the team on every detail and their positions before the schedule of call monitoring. Every stakeholder knows about their respective roles. Also, we conduct training sessions to drive home call monitoring benefits and necessities
Why Outsource Call Center Monitoring Services to Flatworld Solutions?
We are a leading provider of call center monitoring services to global clients. The benefits of partnering with us include -
ISO Certified
We are an ISO/IEC 27001:2022 certified service provider. Our ISMS certification is proof of data integrity and quality assurance.
Data Security
We employ the best tactics to ensure the total security of client data. We sign NDA documents that bind us legally to ensure that there is no unauthorized third-party data access.
Flexible Pricing Options
We give priority to client satisfaction while keeping our prices reasonable. It ensures that even small businesses can reap the benefits of our call center monitoring solutions.
Dedicated Team
We have a team of dedicated professionals to ensure the best quality customer service results. The 1000+ employees on board ensure that our team handles your projects efficiently.
Faster Turnaround
We operate from 10+ global delivery centers. The projects we undertake are completed and delivered to the clients at lightning-fast speed.
Ease of Scalability
We adapt our services according to client requirements. So, if there is ever an unprecedented increase in incoming calls, we will have the equipment and the resources to handle it.
Additional Services You Can Benefit From
Ensure the success of your contact center and garner positive opinions through enhanced customer service support.
Our professionals deliver the best inbound call center services. Reach out to us now for real-time tech support, query resolution, and more.
Improve business standards and increase business revenue with our outbound call center services. Gear up for the best customer service experiences ever!
We offer reliable virtual assistant services to our clients. Our exceptional team of experts assists your customers while increasing sales through up-selling or cross-selling.
Choose our customer support services to provide your consumers with the ultimate brand experience. Make them feel cherished and ensure better brand loyalty.
We implement valuable insights and performance-driving factors into your lead generation campaigns to ramp up the outcomes.
Client Success Stories
Provided Tele calling Lead Generation Services to a Leading Financial Firm
A leading financial company was successful in achieving its goal with telephonic lead generation. The lead gen support we offered enhanced their efficiency and ROI.
Read More
FWS Helped a UK Company to Sell a Mobile App through Outbound Calling
A well-known client based out of the UK received lead generation support from us and therefore, saw an increase in sales and customer base.
Read More
Choose Us as Your Call Center Monitoring Company
We are a leading provider of high-quality call center monitoring services. From reduced time consumption to increased monetary benefits, our services enhance your business in several ways. Here are a few reasons why you should choose us as your call center monitoring company -
Our team has experts with multi-lingual proficiency
We provide our clients with dedicated managers to serve as SPOCs
Real-time updates about project progress and timelines
Absolute transparency in terms and conditions and pricing options
In-house training for call center agents to improve performance
24/7 availability and instant responses over calls, texts, and SMSs
Reach out to us today to outsource call center monitoring services at the best rates!
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WHAT WE DO IN CALL CENTER
Our Customers
Key Differentiators
Case Studies
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Enhancing Customer Experience- The Power of Efficient e-Commerce Product Catalog Management
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Flatworld Delivered Comprehensive Call Center Services to the Top Motorcycle Insurance Provider in the UK
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Flatworld Solutions Delivered Cold Calling and Appointment Setting Services to a Serial US-based Entrepreneur
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Flatworld Delivered CCTV Surveillance Services to an Aluminum Recycling Company in the US
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Flatworld Delivered Virtual Assistant Services to an Autism Therapy Provider
USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000
INDIA
Survey No.11, 3rd Floor, Indraprastha, Gubbi Cross, 81,
Hennur Bagalur Main Rd, Kuvempu Layout, Kothanur, Bengaluru, Karnataka 560077