Upgrade your customer support services with FWS' efficient & quality call quality analytics services to enhance your customer experience, increase productivity, & revenue
Does your organization have enough resources to monitor call quality analytics effectively? Are you finding it difficult to concentrate both on call quality analytics and core activities simultaneously? If so, then we have a turnkey solution - outsource call quality analytics services to Flatworld Solutions. The prime motive of every business is not just selling their products or services, but rather offering a splendid customer experience at every touchpoint. It's because flaccid service levels can dissatisfy customers and create a negative brand impression in the market.
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
Qualities of customer support calls vary for each client. Though there are many call quality assessments in international benchmarks, FWS first creates what exactly is 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.
Each customer support agent has a different skillset, and it can be enhanced. By analyzing each agents customer interaction, we evaluate their professionalism, voice clarity, confidence, friendliness, temperament, average call handling time, effectiveness, behavior, etc. Also, we get customer feedback on the agent after each call to gather real insights of the customer. Furthermore, we help in tailoring call quality scores, develop process flow coaching for performance management, directly training agents, etc. A few significant areas that we analyze comprise of skill gap analysis, tenure segment analysis, heat map analysis, and predictive behavior mapping.
It's common that your customers hear, “the call will be recorded to monitor for call quality and training purposes'. We install call monitoring software that tracks each inbound and outbound call. We make sure that every call is recorded, monitored, filed, and analyzed for substantial optimization and enhancement in the call center operations. 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 -
01. Gathering Client Requirements
When you outsource call quality analytics services to FWS, we will collect your exact requirements. It helps us deliver the correct services and a great service experience
02. Strategizing the Services
Then our managers and call analyzing experts meet to discuss the best call quality analytics strategy and how can it be implemented successfully
03. Appointing Agents and Analyzing the calls
Our agents will listen to the call conversations between your support executive and the customer to evaluate customer satisfaction, problem resolving capability, behavior, attitude, and more
04. Documenting Report on Each Call
Every call is analyzed and rated based on the factors mentioned above. All these ratings are documented and compiled into a comprehensive report that you can act upon
05. Delivering Final Call Analytics Reports
Once all the reports are ready, we will deliver them to you via a secure channel like FTP or encrypted emails
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 -
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. ISO 9001:2015 certified companies are acclaimed to render high-quality services. It's because we measure the impact of all these factors and areas to be tweaked to increase customer satisfaction, inflate productivity, reduce overheads, and enhance outcomes.
FWS is an ISO/IEC 27001:2013 certified call quality analytics service provider who has stringent systems for guaranteeing 100% data security, secure transfer protocol, safe cloud storage, etc. When you outsource call quality analytics services to us, we make sure that your data is 100% resistant to the data breach.
FWS is outsourcing call quality analytics services partner with more than 16 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.
We precisely understand call support industry from inside out and we exactly know how to deliver positive results as we have existed in this sector since its inception. With more than 1000+ professionals, we have several experienced to work for each client exclusively.
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.
Along with preparing reports, we implement Business Intelligence technologies which automatically recommend the method of actions to boost performance, lessen the costs, enhance operations, etc. These prescriptions are executed and then analyzed to get better insights to implement better prescriptions in the future.
We believe in punctuality; hence, we enforce a clean process flow to eliminate delays in project delivery. With more than 16 years of experience, we make sure that all our clients get their results within quick turnaround time.
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 these data or insights at any time from anywhere. Also, we create an instant alert system to take quick actions 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. Hence, we operate 24/7 from multiple centers in different time zones to support all our clients across the globe. FWS has a large support staff to resolve your issues or query at any point in time.
Call quality analytics is a scalable service which can fluctuate up and down. Likewise, clients' quality analytics requirement may scale up often. So, we add in more resources to fill in performance gap to ensure that you receive satisfactory services from FWS.
Single Point of Contact
When you outsource call quality analytics services to FWS, we dedicate an expert manger to establish a direct point of contact with you. He/she is highly available until the project is finished. This is to ensure that you get timely reports on the progress of the project and there is no kind of miscommunications.
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.
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.
Outsource Call Quality Analytics Services to Flatworld Solutions
FWS is considered as the most reliable and committed provider of call quality analytics services in India. As we are an ISO certified monitoring support company with stringent workflow, you receive analytics services that increase your ROI, boost productivity, and increase customer satisfaction levels. We track every call on your support system to render practical insights and tweaks to enhance the business operations.
Contact Us now to outsource call quality analytics services, charm your customers and increase profits.