QA360

Contact Center revolutionised with Intelligent QA Solutions.

Meet QA360, an end-to-end solution for optimising customer experience in contact centres. Designed with a primary focus on Customer Experience and Satisfaction, Quality Assurance, Agent Coaching, and Compliance, QA360 leverages advanced technologies like GenAI and sentiment analysis to transform your customer service operations. Elevate your contact centre performance with real-time insights, automated quality assurance, and dynamic evaluation tools.

eClerx QA360

With QA 360, you get

  • Enhanced Customer Satisfaction

    Real-time feedback and coaching improve customer interactions.

    Fast data harvesting

  • Comprehensive Quality Assurance

    Automated audits of 100% interactions ensure consistent service quality.

  • Effective Agent Coaching

    Timely feedback and exemplary interaction libraries support continuous agent improvement.

  • Data can be out to multiple sources

    Improved Compliance

    Automatic credit compliance checks and insights on non-compliance.

  • Insightful Reporting

    Detailed dashboards and reports for performance monitoring and decision-making.

    Efficient way to use proxies by proxy rotation

CHALLENGES

In the time sensitive world of customer service, it is of utmost importance that high standards of customer satisfaction and quality assurance are maintained. However, contact centers face several challenges that hinder their performance.

  • 1.

    Inconsistent Service Quality: Manual audits miss many interactions, leading to inconsistent quality.

  • 2.

    Delayed Feedback: Agents often receive feedback too late to make timely improvements.

  • 3.

    Compliance Issues: Ensuring adherence to credit compliance and other regulations is time-consuming and prone to errors.

  • 4.

    Limited Visibility: Lack of real-time data hampers effective monitoring and decision-making.

  • 5.

    Complex Evaluation Processes: Designing and rolling out evaluation forms can be cumbersome and slow.

“Intelligent QA Automation”

QA360 offers a comprehensive suite of features designed to address the challenges head on. By automating key processes and providing real-time insights, QA360 enhances customer satisfaction, ensures consistent service quality, and boosts operational efficiency

SOLUTIONS

01 AUTOMATED QUALITY ASSURANCE

Conduct 100% interaction audits with GenAI to ensure consistent service quality.

02 DYNAMIC EVALUATION FORMS

Design and roll out custom evaluation forms in hours without coding.

03 REAL-TIME CSAT/NPS PREDICTION

Predict customer satisfaction scores in near-real time for immediate follow-up.

04 CREDIT COMPLIANCE AUTOMATION

Automatically perform credit compliance checks and identify non-compliant agents.

05 COMPREHENSIVE REPORTING AND DASHBOARDS

Monitor live performance and generate detailed reports for informed decision-making.

QA360 SERVICES

  • 3rd Gen Automation Automate QA with GenAI, dispute resolution, exemplary interactions library, speech-to-text, and sentiment analysis.
  • Low code / No codeCustom evaluation forms can be designed and rolled out quickly without coding.
  • Cost and time effective Compliance Audit all interactions, provide timely agent feedback, and implement a cost-effective QA solution.
    Hybrid solution for credit compliance checks, improving compliance by 31% post-implementation.
  • Real time monitoring Enterprise dashboard to monitor team and agent performance in real-time.
    Generate productivity, supervisor summary, and other reports at various levels.
  • Intergrated trcakingA unified platform for tracking and managing disputes by supervisors and teams.