Trying to improve efficiency, effectiveness, and compliance of your call center services? Do you know how long it takes to resolve a customer query? Are your customer's queries resolved in the first call itself? What is the relevancy score of your answers? Improve your call center performance and keep up with compliance by choosing Flatworld Solutions' call auditing services.
Call auditing is vital for any call center service provider. When businesses outsource call auditing activities, it helps them focus on core functions with better efficiency. FWS, with over 19 years of experience in serving call centers for different countries, has become a partner of choice and trusted outsourcing partner in the field of call auditing services.
Call Auditing Services We Offer
As we have worked with a plethora of clients operating call centers in different industries and domains, we thoroughly understood that their call auditing services of each client will vary a lot. Keeping this in mind, to ease the choices for our potential clients, we have categorized our call auditing service into below sub-services -
Call Quantity Auditing
A number of calls, whether it is inbound or outbound, indicates the efficiency of customer care. The increase and decrease in the number of calls determine how far customers feel satisfied with your services levels. Our call auditing experts will audit the customer calls based on a checklist given by clients and analyze their performance.
Auditing Call Handling Time
Call handling time is a key KPI that gives you a complete picture of the agent's efficiency in resolving customer queries. It indicates the agility of executives in extracting the information and customer friendliness. The call handling time will be audited and recorded as per the client's guidelines and checklists.
Resolving a customer query on the first call indicates the efficiency of executives and the availability of information. If it takes more than one call to resolve a query, then there is an opportunity to improve the performance. Our team will record and segment calls taken for resolving a query that helps you find an opportunity to improve your services.
Call Drop Auditing
For any business, it is necessary to closely monitor negative aspects to improve customer satisfaction. Our call auditing experts will record and categorize dropped calls in a well-organized manner that enables call centers to make the right decisions.
Answer Relevance Auditing
The relevancy of answers given by agents to customers defines the level of customer satisfaction. Since the number of customers looking for instant customer services has increased, the relevancy of answers plays a significant role in efficient customer services. The relevancy of each call will be recorded and segmented based on client's requirements to give proper guidance on it.
Our Call Center Portfolio
Have a look at the call center services portfolio provided by the experienced team at Flatworld Solutions.View all Samples
Call Centre Auditing Process We Follow
As a call auditing service providing company, we understand that an effective process flow which goes hand-in-hand with the team and infrastructure is more essential to deliver services as promised. With more than a decade's experience, we have set up a stringent process flow that always runs in line with each completed task without any lags in executing the tasks. Our unique process flow is as follows -
Our managers will have a brief discussion with clients gathering their requirements and possible charges for the services. The client needs and quoted prices will be recorded for future references
02. Transferring the Recorded Calls
Once the client transfers call center recordings through Secured FTP channel, we will receive files and decrypt the encrypted files
03. Allocation of Resources
After we receive the audio recordings, our project managers will allocate resources such as teams, tools, and software to execute the project as per the SLA
04. Call Auditing
Our team of call auditing experts will examine calls carefully and record details as per the checklist given by our client. Details will be analyzed and kept in a comprehensive way to make it decision-ready
05. Quality Assurance
The audited data will be thoroughly checked for errors and compliance with the requirements in the checklist, a comprehensive and final call audit report will be made which is ready to be delivered
06. Delivering the Comprehensive Call Audit Report
Once the QA is completed, the comprehensive call audit reports will be transferred to our client through the secure FTP channel, which is safe from any kind of data breach
Other Services You Can Benefit From
Why Should You Outsource Call Auditing Services to Flatworld Solutions?
There are a plethora of call auditing services providing ventures in the market. We recommend Flatworld Solutions as the best partner to address your requirements. When you outsource call auditing services to Flatworld Solutions, there are plenty of additional benefits that you reap from us compared to our contemporaries. Here are some of the salient features that have made us a partner of choice around the globe.
Flatworld Solutions is an ISO 9001:2015 certified call auditing services provider with 19 years of experience in auditing call quality.
Maintaining confidentiality of client's data is of sheer importance to us. As we are an ISO/IEC 27001:2022 certified company, we have international standards security systems to protect our client's data from any kind of data breach. Also, all our employees and consultants have signed a non-disclosure agreement (NDA) with us. If they don't comply with it, consequences are inevitable.
At Flatworld Solutions, we understand that quality service is what makes us stand out in the competitive market. So, our highly experienced QA teams scrutinize the results multiple times to ensure the highest quality and accuracy.
Unlike our competitors in the market, we offer very flexible pricing options to our clients. We quote clients based on their requirements. We follow the philosophy of getting paid for the work done. It saves a lot of money from your business budget.
From our experience of more than a decade, we have analyzed and understood how messy it becomes when a team works on multiple projects at a time. To ensure the quality, accuracy, and on-time delivery of projects, we have several teams that are allocated to work on each client at a time to provide error-free quality services.
To support our employees and consultants, we always make sure that they are equipped with the right environment to work. Also, we have the latest tools and software that can help in executing tasks within the given deadline keeping the quality and accuracy.
In the ever-changing market, the rise in demand is unpredictable. With more than a thousand employees and consultants, we are always ready to scale our services largely. When you outsource call auditing services to us, there is always a huge room for scalability.
If you need a call auditing services that comes with a short TAT, you can count on us. Our services are agile and implemented by people with decades of experience. Therefore, you need not compromise on accuracy or speed when you turn to us for call auditing services.
Single Point of Contact
Having a proper communication between the clients and vendors will save a lot of time and money which otherwise will be spent on correcting the clutter created by miscommunications. At FWS, we dedicate an experienced manager to work closely with you from beginning to end of the project. He/she will be a direct point of contact who constantly keeps you updated about the progress of the project.
24/7 Customer Support
We believe that our services are worth when we resolve every query post-project delivery. Since we clients from around the globe who operates from different time zones, we are available 24/7 to attend every query of our clients.
Client Success Stories
Flatworld Provided Call Quality Monitoring Services to an AI Platform Provider
Call quality monitoring was required by a provider of the AI platform. The client availed our services at affordable rates and experienced 100% satisfaction.
Provided Video, Audio, & Text Monitoring Services to a Prominent South Asian Internet Company
A Singaporean client availed our video, text, and audio monitoring services where the live stream videos were used along with their back-stage monitoring systems.
My client Microsoft is very pleased with the results. Thanks for providing such outstanding results and for your high attention to quality. It's great to find a company you can trust to have your best interests at heart. We can also turn this success into other projects.President,
Market Research firm in Seattle More Testimonials »
Outsource Call Auditing Services to Flatworld Solutions
Is your call center performance is taking a toll due to inefficient calls and the process? Is internal call auditing is taking a toll over the core operations? Are you planning or confused to hire the right call auditing services company? Worry not. Your search for a call auditing partner ends right here. With more than a decade of experience as a call auditing service provider, FWS has everything that a client looks for. By serving hundreds of clients from around the globe with call center monitoring support, we have set up the right process, world-class infrastructure, and talented call auditing agents. You will leverage all these when you outsource call auditing services to Flatworld.
Contact us today and get a customized quote now for call auditing services.
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