Providing rich customer experiences at every touchpoint is one of the top priorities of all businesses, but is your business efficiently monitoring call quality with in-house resources? Are you losing time and money running resource-intensive errands? If yes, we have just the solution at Outsource2india. Slack in service levels can lead to customer defection or negative press on social media. Therefore, with the analysis of all customer calls, the customers can be satisfied.

How your agents greet, interact, offer solutions, and resolve caller's concern must be constantly monitored and analyzed critically for lasting relationships. O2I is a renowned call quality analytics services providing company that leverages cutting-edge technologies to analyze every call and generate practical insights for increasing customer satisfaction as well as optimizing operations.

Call Quality Analytics Services We Offer

As a globally trusted call quality analytics services outsourcing company, we provide high-fidelity analytics by applying the concepts of Quality Function Deployment (QFD) and Value Stream Mapping (VSM) to gather insights that are directly related to customer satisfaction indicators. We bring out the tiniest of insights that can have a big impact on the business outcome. Our call quality analytics services include -

1. Call Quality Measurement Metrics

   

   To make sure that call quality indicators are customer-aligned, benchmarked, and statistically validated, we start every interaction with (Voice of the Customer) VoC-to-CTQ (Critical-to-Quality) translation. We define all expectations, accepted behaviors, key performance indicators, quality roadmap, and external benchmarking. Our team creates customer feedback collection processes through surveys and scorecards. Our aim is to understand your business expectations and align your call quality goals with them.

2. Call Analytics

   

   We employ machine and human validation systems, leverage speech analytics, and follow a (Define, Measure, Analyze, Improve, and Control) DMAIC-driven monitoring lifecycle to identify underlying issues and enhance CTQ adherence. We install call monitoring software to track all outbound and inbound calls. We ensure that each call is monitored, documented and analyzed for tangible quality improvements and optimization of the call center operations. O2I uses automated speech analytics tools in combination with human ears to listen in to all the calls and analyze them.

3. Agent Analysis

   

   Each agent has a different skillset and areas that can be improved. By thorough analysis of all the calls handled by individual agents, we assess their temperament, friendliness, empathy, effectiveness, professionalism, voice clarity, average call handling time, adaptability, proactiveness, and overall behavior. We also collect customer feedback about the agent after each call to get real insights on how the customer felt. O2I also helps in calibrating call quality scores, creating coaching workflows for performance management, live agent training, and a lot more. Some of the unique areas we analyze include predictive behavior mapping, tenure segment analysis, skill gap analysis, and heat map analysis.

4. Call Center Quality Monitoring and Analytics

   

   O2I pioneers in creating a complete call center quality management solution for analyzing and enhancing the overall quality levels across teams, departments, voice and non-voice domains, etc. Our tried and tested techniques and tools help in analyzing all the gaps in achieving customer support excellence. We identify those areas, define training programs, tweak the team structures, and offer support for improving customer interaction in various ways. As an experienced and trusted call quality analytics services provider company, we know how to improve quality and customer satisfaction.

Call Quality Analytics Process We Follow

At Outsource2india, we ensure transparency in the process to give you a complete insight into our workflow. Our call quality analytics process is as follows -

Why Should You Outsource Call Quality Analytics Services to O2I?

Outsourcing call quality analytics services to O2I can save you countless hours of frustration and valuable money. The service we offer is customized to help you get the best leverage without draining your marketing spend. Here are some of the reasons why you should consider our expertise -

• ISO Certified Analytics Services Provider

  When you opt for O2I for call quality analytics outsourcing services, you get a complete package. Our ISO 9001:2015-certified delivery structure integrates Lean Six Sigma techniques, such as continuous improvement governance, CTQ benchmarking, and real-time performance dashboards. We measure how the interplay of all the above factors impacts your results and what are the areas that can be tweaked to generate better outcomes, increase productivity, enhance customer satisfaction and reduce your overheads. Therefore, we are ISO 9001:2015 accredited for the quality of service.

• 100% Security and Confidentiality Guarantee

  O2I is an ISO/IEC 27001:2022 certified call quality analytics services outsourcing company. We have robust processes in place for assuring 100% data confidentiality, access controls, safe cloud storage, data transfer protocols, and so on. When you outsource to us, you can rest assured that there would be no breach of information.

• International Quality

  O2I is a well-established outsourcing services provider with state-of-the-art infrastructure, modern technologies, superior networks, and plush office spaces. When you engage with us, you get world-class services and transparent execution.

• Affordable Services

  Our call quality analytics services have optimized the call center processes for our global clients quickly and cost-effectively. Our services have reduced their overheads by up to 40%, increased revenue and tuned their call center with the voice of the customer. Our offshore service model allows us to deliver round the clock coverage for your requirements.

• Scalable Services

  The call quality analytics is a scalable service that can be scaled up or down depending on how you prefer. If your subscribed quality analytics performance is insufficient to meet an unprecedented surge in calls, we can upgrade the service to add more agents to the task and fill the performance gap.

• Timely Services

  The call quality analytics is carried out in time estimated at the outset. We walk the extra mile to avoid delays from our end. Our timeliness in service delivery is ensured by project leads with 10+ years of experience.

• Real-time Analytics Dashboard

  We would implement the latest call center analytics technologies, speech recognition technologies, and visualization tools, and ensure that they are integrated with your CRM system. Metrics from the control phase are reflected in analytics dashboards. Statistical root cause analysis is used to classify speech data in order to enhance voice channel CTQs. Our call center quality management solutions are trusted by hundreds of clients across the globe.

• Speech Analytics

  With the use of natural language processing and AI tools, we can do real-time speech analytics of all the in-bound or outbound calls of your call center. There is a lot of unstructured data in customer interactions that are not directly apparent. With AI, we can understand the nature of the call; customer's emotions, stress or tone; satisfaction or frustration levels; agent's empathy and friendliness; agent's effectiveness, and a lot more. Real-time speech analytics also gives the agents pointers and instant feedback about what they can do to enhance customer experience during the call. The audio files of the recorded calls are also easy to archive, search based on keywords, and retrieve for training and analysis.

• Prescriptive Analytics

  We not only prepare reports, but we also implement BI technologies that automatically suggest the right course of action to reduce your costs, boost performance, improve operations, and so on. These prescriptions are then followed through and the results are measured to generate better insights and prescriptions in the future. Our prescriptive call quality analytics solutions will take your call center on the road to continuous improvement.

• Daily/Weekly/Monthly Reporting

  Reports are updated with VoC-aligned CTQ dashboards and linked to DMAIC Control KPIs, enabling teams to see improvement deltas and underlying causes. Our call quality analytics reports are visually appealing and easy to understand. The interactive nature of the reports would enable you to drill down on any field or parameter and get to the root of the challenges faced by your business.

• SPOC

  We provide a dedicated consultant will liaise with the team to refresh the process updates for you. The SPOC can be reached quickly through your preferred channels for cutting through the queue or other barriers that only cause more delay.

• An Experienced Team

  We have been in the call center industry since its inception. Our team understands the domain inside out and knows what it takes to deliver results quickly. Having worked on a wide range of call center technologies for varied domains, we can help you to set up a call quality analytics process efficiently.

• Round-the-clock Customer Support

  With an analytics solution focused on your customers, you would see all the insights and prescriptions would be pointed towards that goal. Improvement in agent effectiveness and call center operations would directly result in improved customer experience.

• Powerful Technologies for Drill Down Analytics and Data Visualization

  Our team is adept at all the popular tools and technologies used for analytics. We can make these solutions work for you or develop customizations and personalized dashboards sing the best infrastructure so that you get only the most relevant and practical insights.

Call Center Software We Use

Client Success Stories

Outsource Call Quality Analytics Services to Outsource2india

Our call quality analytics solutions are statistically validated, error-proofed, and linked with CTQ by following Lean Six Sigma-certified frameworks. We are an ISO 9001:2015 certified call center services company with refined processes and top-notch infrastructure. By partnering with us, you would not only streamline your call center operations but also raise productivity levels, boost revenue and consistently improve customer satisfaction scores. We can find deep and hidden insights while tracking every word or emotion uttered or expressed by your customers or agents.

Contact us today and learn how these insights can be translated into business decisions that will boost profits and delight your customers.