THE SCIENCE OF IMPROVING PERFORMANCE

Our approach has been specifically designed with operational delivery in mind. We help businesses optimise their contact centre performance and efficiency to improve relationships with customers. Our model is easy to implement and the sophisticated outputs are simple to use. Based in Durban, South Africa, we are not just an expert quality and compliance service provider, we are also a specialist customer and agent INSIGHT service provider.

What we do

Focus on performance improvement

Identify agent skill vs will

Identify agents that exhibit successful behaviours

Help improve sales conversion and customer experience

Identify process improvements

Predict what performance could and should be

HOW CONNECT iQ IS DIFFERENT

  • We expertly blend technology and people. Experienced teams get the best out of new technologies and ensure genuine value is delivered
  • We use sophisticated and statistically valid sampling methodologies to give our partners greater confidence and less fluctuation in their results
  • Our model mitigates risk, where most other approaches react to it
  • Dashboard reporting is focused on supporting simple operational delivery
  • Targets improvement at all levels, including individual agent and team level dashboards
  • We don’t just identify problems, we also identify and report on positive agent behaviours and actions
  • Whilst delivering a world-class service, our models deliver significant savings versus onshore costs, and in many cases against domestic costs too

We’ve helped businesses to achieve...

15.38%

uplift in sales
conversion

15.49%

increase in sales
conversion

40.55%

improvement in sales
conversion

27.27%

improvement in sales
conversion

6.2%

reduction in customer
service AHT