Does your reported quality score fluctuate from week to week, sometimes significantly? Does your quality score feel like it is not aligned to what you think a good call should be?
These challenges are more commonplace than you might think. So, if you are experiencing these, you are not alone. Fluctuating scores and limited impacts on business are symptoms of a poor quality framework. A sound quality framework should not be seen as a cost to the business but as a value-add. It should;
Connect iQ has an experienced team of managers and staff who can help with all of these challenges and support your organisation to differentiate your proposition from the competition.
Our teams have experience supporting clients in South Africa, the UK, Australia, the US, India and the Czech Republic. This support has covered every type of campaign; if there is a reason to engage with a customer, our teams have covered it. And it doesn’t matter how you manage relationships with your customers, voice, correspondence, social media or webchat, we have experts in them all.
Sadly, many don’t see this as the most exciting part of a contact centre’s world, but in this age of data security and regulatory oversight, it is certainly one of the most important.
Having an independent check on an operation’s performance can be hugely beneficial.
Our teams are never incentivised on the quality score. To ensure complete neutrality, they don’t even see the quality score until after our reports are produced.
Our agents are measured on their accuracy, not on the quality score they report on, our clients get reliable information that can be trusted. And our dependable teams are never diverted from their core task in the way that internal teams can be.
Our sophisticated monitoring programme is complemented by equally sophisticated reporting and built with operational delivery in mind. Our goal is to deliver easy to use information that can be acted on quickly and effectively. Information at all structure levels is available, right down to individual agent dashboard pages.
Our reporting directs users to ‘Good Call Libraries’ to help the operation reference excellent examples from their best agents to help improve the performance of those agents that need more help.
Contact us for a demonstration on how we can revolutionise your quality and compliance programme to give you a competitive edge in your marketplace.
Show LessYou may have used speech analytics technology, or know organisations that have, and felt that it didn’t deliver the expected value. This is the story for many users, and as a result, in some corners of the industry, this technology has picked itself up a poor reputation, unfairly we believe. Although not true in every case, the biggest problem with this technology is not normally the technology, but the execution of it.
Speech analytics is not the silver bullet many people think it is. But when used effectively, by experienced teams, it can deliver exceptional results, encompassing much larger volumes of data than a team of people can.
The mistake many organisations make with this technology is to use it to replace a team of people. Granted, it can definitely reduce the labour required to deliver high volume outputs, but the most effective use of this technology is when you have a blend of expert users overseeing the execution of both a strategic and tactical programme.
And guess what? We know just the people to help land this technology in the most effective way. Whether you are using this technology already and need help getting the most from it, or are looking to try it for the first time, contact us to see how we can help.
Show LessAutomate processes, increase self-service, cut down operational costs.
Analyse customer conversations, find the root cause behind issues.
Benefit from the most trusted security feature; the human voice.
Connect iQ are experts in quality and compliance operational processes. We understand how quality programmes can, and should, have a positive impact on operational performance. This comes from our experience blending complex monitoring strategies to achieve remarkable results that start with your business objectives in mind and then centre around agent performance, process simplicity and customer engagement.
Our consultancy and professional quality services can be called upon to conduct an impartial review of what is currently in place in an operation and to share best practices gained from our experience around the world.
We understand how to mitigate risk and deliver value-added services through strategic quality and compliance frameworks; from building a scorecard suited to your environment and aligned to your company objectives, through monitoring strategies and on to outputs that bring about meaningful change.
One size does not fit all! We understand how a robust quality and compliance programme should work in partnership with the operation, recruitment, training and HR. That’s why we can work hand in hand with the relevant functions in your business to investigate where the key challenges lie in your current approach and help you to develop a bespoke way forward that suits your business needs and objectives.
Unlike typical consultancy approaches that review, report, makes recommendations then walk away, the Connect iQ team integrates with your business from start through to the effective implementation of any recommendations to ensure greater chances of success. And after that, we are always on hand to support, so you won’t be left to improve your business alone.
We are happy to do a no-obligation initial three-day review, completely free. All we ask is that you cover our basic costs. Contact us to see how we can help your business to achieve a world-class quality, compliance and insight programme that delivers actual business improvements.
Show LessAchieving exceptional levels of performance and service, and maximising the value to be had from the customer journey in the contact centre environment, requires intelligent insight.
Understanding the relationship, and the difference between data and information, is often where the intelligence is discovered, and the value is derived. This is Insight. The insight we can extract from interactions between your most valued assets – your agents and your customers, can help you to:
Our programme collects data on agent behaviours, sales capabilities, process adherence, barriers to sale, customer satisfaction and many other components, to provide a comprehensive understanding of how well you are doing. But more importantly, our sophisticated outputs then help you to put plans and actions into place.
Our insight service has helped many of our clients to significantly improve their performance. We are so confident in our ability to improve operational performance that we are happy to work on a risk or reward basis.
Contact us to see how we can help you to understand your operational effectiveness better and support you in making changes that genuinely improve your business.
Show LessConversational AI is the core technology behind our omnichannel self-service solutions. The technology allows customers to naturally interact with systems in their own words using natural language processing, in speech or writing, which will enable organizations to provide sophisticated, intuitive, and intelligent self-service solutions to their customers. From IVR systems to fully-featured intelligent assistants, our speech-enabled solutions can help you optimize your customer self-service applications.
Conversational AI allows you to apply natural language processing to any conversational interface. With continuous speech recognition, it understands everyday speech, including slang. Our unique dictionary architecture provides up to 20 times more efficient grammar construction capabilities, and the software’s adaptive grammar engine enables understanding queries that contain grammatical errors.
In today’s competitive, social market, customer experience makes or breaks a business. If you’re unaware of customer experience or what people are saying about your brand, you’re putting yourself in serious danger. The deluge of data can be difficult for most organizations to sift through and make sense of—but it doesn’t have to be.
Conversational Analytics collects data from a variety of channels: phone, social media and internet communication. By presenting each individually and together, the interaction analytics provides a full, holistic view of customer behavior and feedback. With progressive, visual analytics, it’s easy to measure customer experience at a glance.
Everyone’s voice is unique, just like their fingerprints or iris. Unlike PINs, passwords and answers to challenge questions, voice biometrics can’t be compromised without the knowledge of the voice’s owner. This makes voice authentication far more secure over traditional security measures, conveniently meeting the security needs of organizations.
In addition to enhanced security, voice authentication is faster and easier for the user: they simply state a passphrase rather than answer complicated questions or input an easy-to-forget password. This greatly enhances the user experience. By analyzing a user’s voice for its hundreds of unique characteristics, speaker recognition is a convenient and highly secure authentication method. Users don’t have to install software to their devices for voice authentication, making it easy to use.
Conversational Biometrics meets organizations’ needs for high levels of security at a considerably low cost compared to traditional methods. Voice authentication not only increases security, but helps organizations optimize their security processes by replacing the need for manual password resets and shortening steps in the authentication process.
