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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 20 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.

Resolution Auditing

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.

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 -

1

Briefing

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

2

Transferring the Recorded Calls

Once the client transfers call center recordings through Secured FTP channel, we will receive files and decrypt the encrypted files

3

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

4

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

5

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

6

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

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.

Additional Services You Can Benefit From

Maximize customer satisfaction and streamline operations with our professional inbound call center services.

Drive your business growth with our outbound call center services. Our experienced agents follow a strategic approach to expand your customer base.

Unlock new opportunities and generate quality leads with our targeted cold calling services. We will help you accelerate your sales pipelines.

Fuel your business growth with our effective B2B lead generation services, where we use proven strategies to identify and engage high-quality prospects.

Client Success Stories

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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.

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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.

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Success Stories

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.

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Contact us today and get a customized quote now for call auditing services.

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Avail best-in-class services at affordable rates

Starts @ $10 /hour More pricing details

WHAT WE DO IN CALL CENTER

Our Customers

Movement Mortgage
Alcon
ARI
Maximus
Redwood E-Learning Systems

Call Center Services in Philippine

Hire Talented & Friendly Agents for your Call Center

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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

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