On the spot marking and scoring of your call center agents overall performance.
Identify agent infraction trends to determine where to increase monitoring.
Reduce risk impact severity and the overall probability of occurrence.
Observations are relayed back to agents with feedback on how to improve.
Work in conjunction with vendors to offer suggestions for conversion improvement.
Strategic analyzation of data and custom report development.
Ensure agents are compliant and providing positive customer interactions.
Improve the effectiveness and efficiency of call center scripts.
Monitoring of sales calls to ensure legitimate sales tactics were used.
Monitoring and scoring social media interactions and chats with customers.
Strategic consulting to help mitigate risks and drive performance.
Customer satisfaction surveys to determine the quality of customer experiences.