Struggling to balance call quality monitoring (CQM) while maintaining core operations? FWS provides turnkey analytics to free up your bandwidth and sharpen your Key Performance Indicator (KPI) focus. Our Call Quality Analytics (CQA) services empower you to outsource Quality Assurance (QA), Speech Analytics (SA), and Agent Optimization, ensuring seamless CX across every customer touchpoint, beyond mere transactions. Weak service delivery drives customer churn and negatively impacts Net Promoter Score (NPS). FWS delivers data-led, corrective workflows to restore customer trust and increase retention.

Flatworld Solutions is a well-known call quality analytics service providing company that utilizes the latest tools and technologies to analyze every call and produce real-time insights which help in enhancing customer satisfaction as well as optimizing operational flow.

Call Quality Analytics Services that We Offer

As an esteemed call quality analytics service provider, FWS obliges to globally trusted clients with exceptional call quality analytics services within a short span using the latest tools, software, and strategies. Some of our major call quality analytics services include -

Call Quality Measurement Metrics

Define custom KPIs (e.g., Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction Score (CSAT), roadmap, and Service Level Agreement (SLA)) benchmarks aligned with our key methodologies. FWS first defines what constitutes a high-quality call. Our motive is to meticulously know your business requirements and analyze call quality according to it.

In this service, we define the call expectations, standard behaviors, key performance indicators, roadmap, and benchmark.

Call Center Call Quality Monitoring and Analytics

FWS is a trailblazing partner in offering precise call center management solutions that help in analyzing and improving the entire quality levels of various departments and teams including voice and non-voice domains. We have tried tools and techniques that assist in finding all gaps to achieve higher customer satisfaction rate. As an extensively experienced call quality analytics service providing company, we find areas of concern, expound training programs, tweak the workflow, and provide enhanced support to increase customer interaction in different ways.

Agent Analysis

Each customer support agent has a different skillset, and it can be enhanced. We use multivariate analysis of agent metrics (confidence, tone, AHT, sentiment) combined with heat maps and predictive profiling, enabling precision coaching and SLA compliance. Also, we get customer feedback on the agent after each call to gather real insights about the customer. Furthermore, we help in tailoring call quality scores, developing process flow coaching for performance management, directly training agents, etc. A few significant areas that we analyze include skill gap analysis, tenure segment analysis, heat map analysis, and predictive behavior mapping.

Call Analytics

Commonly, your customers hear, “The call will be recorded to monitor for call quality and training purposes. We record 100% of inbound/outbound calls. Utilize Automatic Speech Recognition (ASR) and manual sampling to extract keywords, sentiment, and compliance flags from transcripts.

At FWS, we use automated speech analytics tool as well as manually listen each call to efficiently analyze them.

Call Quality Analytics Services Process We Follow

Call quality analytics is cardinal to constantly scour how your agents interact and resolve your customer queries. So, with call quality analysis, you can monitor and analyze solutions to enhance customer satisfaction. Our process is as follows -

Gathering Client Requirements

When you outsource call quality analytics services to FWS, we collect CX objectives, define data sources, finalize QA scorecards, and SLA targets.

Strategizing the Services

Then our managers and call analyzing experts map client needs to tech stack (cloud dashboards, Customer Relationship Management (CRM) integration, SA engines), and outline a project plan.

Appointing Agents and Analyzing the calls

Our agents select calls, analyze using SA + manual QA, rate per KPI, and identify coaching triggers.

Documenting Report on Each Call

We generate per-call scorecards, trend charts (AHT, sentiment, CSAT), and highlight agent performance against the benchmark. All these ratings are documented and compiled into a comprehensive report that you can act upon

Delivering Final Call Analytics Reports

Once all the reports are ready, we share encrypted reports/dashboards, align the review cadence, and close the loop with feedback sessions.

Why Outsource Call Quality Analytics Services to Flatworld Solutions?

Outsourcing call quality analytics services to Flatworld Solutions can benefit you in a lot of ways along with saving money and time. The services we provide are personalized to suit all kinds of clients which doesn't drain much of your marketing budget. Additionally, there are many more perks why we have been known as a trusted call quality analytics service provider, some of which include -

Real-time Analytics Dashboard

We install the latest call analytics software, automated speech recognition, visualization tools to make sure that they are integrated with your CRM system. We enable you to access SA dashboards integrated with CRM. Set auto‑alerts for QA deviation >10%. Also, we create an instant alert system to take quick action when a discrepancy or escalations happen.

24/7 Customer Support Services

As this analytics solution is directed towards improving your customer experience, we have set the benchmark with quality service levels. FWS operates across time zones, ensuring SLA adherence and round‑the‑clock analytics support. We have a large support staff to resolve your issues or queries at any point in time.

Highly Scalable

Call quality analytics is a scalable service that can fluctuate up and down. Similarly, clients' quality analytics requirements may scale up frequently. Therefore, we scale the QA auditor pool and SA capacity within 72 hours to support campaign surges or new languages.

Single Point of Contact

When you outsource call quality analytics services to FWS, we dedicate an expert manager to establish a direct point of contact with you. A Senior QA Manager manages each engagement to ensure transparency and consistent delivery. This is to ensure that you get timely reports on the progress of the project, and there is no kind of miscommunication.

ISO Certified Call Analytics Services Provider

When you outsource call quality analytics services to FWS, we assure international standard services that include analyzing scripts, agents, the technology used, process flow, call center operations, the supervisors, the content shared, etc. We are ISO 9001 & 27001 validated. SLAs guarantee on‑time QA close‑loop (Turnaround Time < 48h). It's because we measure the impact of all these factors and areas to be tweaked to increase customer satisfaction, increase productivity, reduce overheads, and enhance outcomes.

100% Data Security

FWS is an ISO/IEC 27001:2022 certified call quality analytics service provider. We are fully compliant with GDPR & PCI‑DSS. Secure data handling is achieved through the use of a Virtual Private Network (VPN), Secure File Transfer Protocol (SFTP), and encrypted storage. When you outsource call quality analytics services to us, we make sure that your data is 100% resistant to data breaches.

Flexible Pricing Option

We provide call quality analytics services to our global clients at affordable prices. Clients report a 30–40% reduction in QA costs compared to in-house, with a 3x return on investment in CX.

International Standards Quality

FWS is outsourcing call quality analytics services partner with more than 22 years of experience in modern technologies, state of the art architecture, experienced professionals, etc. So, when you outsource call quality analytics services to us, you get services of international quality.

Latest Tools and Technologies

We regularly update our tools and software to pace up quality analytics services. We train and make our team efficiently work on these tools to generate the most practical and relevant insights.

Dedicated and Experienced Team

We precisely understand the call support industry from the inside out and know exactly how to deliver positive results, as we have been in this sector since its inception. With over 1,000 QA professionals and an average tenure of more than 5 years, we operate at 99.9% QA accuracy.

Speech Analytics

Using AI, we can perform real-time speech analytics on your outbound and inbound calls of your customer support. This AI assists in knowing the kinds of call, customer emotions, customer satisfaction or frustration, agent's tone, friendliness, the effectiveness of resolving a query, etc. Based on this, real-time speech analytics provides rating and feedback to the agents on what they can do to improve their customer interaction. These audio files in this software can be easily archived, searched with keywords, and retrieved for training purposes.

Prescriptive Analytics

Along with preparing reports, we implement Business Intelligence technologies. Business Intelligence (BI) algorithms generate KPI‑based recommendations to optimize First Call Resolutions (FCR), ‘escalation avoid’, and staffing ratios. These prescriptions are executed and then analyzed to get better insights to implement better prescriptions in the future.

On-time Delivery

We believe in punctuality; hence, we enforce a clean process flow to eliminate delays in project delivery. With more than 22 years of experience, we make sure that all our clients get their results within quick turnaround time.

Additional Services You Can Benefit From

Inbound Call Center Services

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

Outbound 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.

Cold Calling Services

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

B2B Lead Generation Services

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

Provided Video, Audio, & Text Monitoring Services to a Prominent South Asian Internet Company

Monitoring services were provided to a Singaporean client. We monitored video content recorded from a live stream in the backstage.

Provided Call Quality Monitoring Services to an AI Platform Provider

An AI platform provider was provided with call monitoring support. The client could achieve their business goals with our affordable service in a quick TAT.

Client Testimonials

I have been using Flatworld Solutions for the telemarketing service for the past few months and have always been completely satisfied. They do an excellent job, are always punctual, and offer the most competitive rates. They have been very reasonably priced and have done exactly what we've asked of them.

Spokesperson, Travel solutions company in London

More Testimonials

Outsource Call Quality Analytics Services to Flatworld Solutions

FFWS is considered the most reliable and committed provider of call quality analytics services in India. Elevate your customer experience, productivity, and bottom line with our ISO‑certified CQA services. We track every call, generate actionable insights, and coach your teams to outperform. Outsource Call Quality Analytics Services to us—Lean Six Sigma‑refined CX excellence.