QUALITY MONITORING SERVICES
Customer satisfaction and quick resolutions of concerns are
the top goals of contact centres. Maintaining customer service
at the highest quality is vital to the success and growth of any
business. 1Point1 helps you provide the finest of services to
your customers
With a BPO service heritage, we know how to continually enhance quality levels and keep service processes running as per SLAs. We have developed our contact centre quality monitoring processes through years of research and analysis. These cover all areas of quality assurance and bring process improvements for your organisation at each step.
At 1Point1 we employ standard random stratified sampling methodology with a confidence level as high as 95% and confidence interval of + / - 5%.
Our tools for process improvement enable us to tailor different methodologies that create a co-relation between quality forms and operations. The result is an increase in positive C-Sat feedback from end-customers.
In addition to deploying a thoughtfully designed, streamlined customer service process flow for your organisation, we help you stay compliant with customer data protection laws. Our quality monitoring professionals deploy scalable distributed technology architecture that you can use to track the performance of each agent - at calls / chat windows/ emails – and it affords 100% recording of all interactions for further analysis and research. Any deviation of service from the SLAs gets flagged off in the earliest stage so that you can take corrective measures and ensure that you don’t lose any customers due to poor service.
It is simple to set higher benchmarks for customer service standards with 1Point1’s Quality Monitoring Solutions. We’ll help you boost your business by creating better experiences for your customers.