Quality Management

Want to understand what customers, and your frontline teams, are saying about the experience you deliver?

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Deliver great customer experiences, everytime

Want to understand what customers, and your frontline teams, are saying about your products and/or latest promotions? Why do some frontline team members get better results that others? How do you understand the performance of your frontline team members, without investing in every interaction? How do you work out where to focus valuable supervisor time to coach performance and/or behaviours?

These are some of the questions our quality management & advanced analytics solutions helps our clients answer.  We integrate with your existing customer contact systems to capture and analyse every interaction, and flag those that are important to your business. We do this at scale across every interaction meaning we can deliver savings without compromising the customer experience.

Collect data from every interaction

With interaction recording we can capture the entire length of every customer interaction, regardless of how often it is transferred or conferenced.  With Natural Language processing we accurately translate voice-to-text to enable huge amounts of data to be made available. Together with our advanced analytics solutions we enable your business to have real time access to valuable insights to identify opportunities in every customer interaction.

Collect data from every interaction

With interaction recording we can capture the entire length of every customer interaction, regardless of how often it is transferred or conferenced.  With Natural Language processing we accurately translate voice-to-text to enable huge amounts of data to be made available. Together with our advanced analytics solutions we enable your business to have real time access to valuable insights to identify opportunities in every customer interaction.

Understand the data with customised dashboards

In addition to basic dashboards pre-built for common use cases, we can help your business design customised dashboard to identify insights based on business priorities.

Some of the common areas of insight include:

  • repeatable customer pain points
  • customer objections, and feedback, on products and services
  • individual and team performance
  • understand training requirements
  • compliance with any regulatory frameworks

Act on insights

With such a rich dashboard of information easily available and tailored to the needs of your business and employees your teams can quickly act on any points of interest.  This can happen during an interaction, or through post interaction review.

Act on insights

With such a rich dashboard of information easily available and tailored to the needs of your business and employees your teams can quickly act on any points of interest.  This can happen during an interaction, or through post interaction review.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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