Contact Quality Assessment (Audit) 


A Quality Assurance and Quality Management System for both Voice & Non-voice interactions at your Contact Center  
 
A recent study indicates that:
85% of surveyed customers said that they form the opinion about the company and its brand based on their interaction at contact center and agent, and 
63% customers said that they would become disloyal because of a bad experience with contact center agent
 
It is, therefore, imperative for companies with contact center operations to have continuous visibility on the standard of service being provided by their contact centres, whether captive or outsources. For this call monitoring service, what you need is a call recorder / voice recorder to record all your voice conversations or saved text of each email / web chat.
 
Celtycs provides call center monitoring services by listening / assessing voice or email interactions between customers and call center for different queues such as Standard, Premium, Retailer help desk, Churn prevention help desk, Lead conversion queue, web chat, email etc to:
•  Identify instances of non-compliance of guidelines
•  Identify gaps in Agents skills
•  Identify opportunity to reduce cost by preventing waste calls 
 
Celtycs works very closely with you to continuously provide the actionable insights with recommendations on changes in People, Process, Product and Technology to create a unique differentiator for your organization in this competitive landscape where a sustained quality of service plays an imperative role to be on the top.
 

 

 

 


 


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