Spade™ aka SPecific Actionable Data from Evaluations of contacts is a multi-location, multi-role, flexible Customer Experience Analysis and Management Solution that helps you develop insights on expectations of your customers and quality of service delivered by your contact center.
Spade is a quality analysis and management application for services provided by the contact centers. It enables the Audit Centers to audit, re-audit and calibrate the calls taken/made by the call center.
Auditing is a process of listening to call recordings and rating the same using a form containing a set of parameters with pre-defined weights.
Re-audit is a quality check on the audit performed by the audit center itself. This guarantees a high standard service to the customer.
Calibration is a critical element of improving call-monitoring performance. It means standardizing a process by determining its deviation from the standard, in order to determine the proper correction factors. Spade™ enables calibration session to take place over the intranet and the internet simultaneously.
The system also has other rich features like Call Reservation, Call Routing etc.
Analytics and reporting provides a valuable insight for the Spade clients giving them an opportunity to run various advanced reports on trends and categories across the data generated by Spade in real time.
Any business domain, where analysis and improvement of customer experience is a priority, can use Spade.
Celtycs has a team of trained professionals that interact with the business in identifying the questions to conduct surveys to measure CSAT. The team then audits the calls, which were previously recorded at the service partner end, using Spade. The client, various service partners and the team at Celtycs can then run various advanced reports using Spade which helps the customer improve their performance by identifying the opportunities for improvement, process constraints impact customer experience, etc. Spade can also be used to monitor the call quality of in-bound and outbound calls made by the call centers.
Spade can also be used for monitoring quality of non-voice interactions such as response to emails from customers, chat support provided to customer, form filling, validating customer contact details, etc.
Spade also has a unique scoring methodology in-built which can be used to measure the performance of various teams involved in customer service. This methodology provides specific scores specific owners involved be it call center, backend operations team, customer service center, etc.
Currently Spade is being used by several clients from different domains such as telecom, hospitality, information directory media, etc.