Quality Assurance
Assuring quality around the clock.
VoiceCurve combines human review with automated tracking to ensure industry-leading quality and to correct problems before they occur. Our monitoring platform enables us to monitor any agent, any time, anywhere in a matter of seconds, with a holistic view of the entire interaction, which not only tracks what an agent is saying, but also what they are doing.
Performance Metrics - VoiceCurve uses a multidimensional scoring model that assesses every aspect of an agent's performance during every customer interaction.
- Ring time - How long did the customer wait to connect to the network?
- Hold time - Once connected, how long did the customer wait for an agent?
- Handle time - How long did the agent take to solve the customer's need?
These metrics form the bedrock of our customer quality score, which we use to minimize wait time and maximize first call resolution.
Service Level Agreements - Providing the best possible customer service is our primary goal. We provide an inside look at your account performance as it happens, targeting performance metrics that we know drive high customer satisfaction and conversions to sales.
SLA Targets:
- 90% of all calls answered in the first 3 rings
- 1% or less real abandons
Automated Reporting Systems - VoiceCurve's automated reporting package provides clear visibility into how the contact center is performing and how your calls are being handled. Based on the data and parameters you define, VoiceCurve automatically sends reports by email in a variety of formats, every day, week, or month.
For more information on how VoiceCurve can help transform your business give us a call at 1.800.545.6964, request a quote or email us at info@voicecurve.com.
