Trouble Keeping Quality Standards Consistent and High?

Inconsistent user experiences across platforms can harm your brand’s reputation and frustrate your audience. Without a dependable approach to quality assurance, it’s challenging to maintain service excellence, monitor agent performance, and meet the rising expectations of today’s users.

Our tailored Quality Assurance (QA) services provide the solution you need to tackle these issues head-on. With customized scorecards, real-time analytics, and continuous feedback loops, we empower your team to deliver consistently top-tier experiences across every interaction.

• Customized Score Cards
  
• In-Depth Monitoring & Analysis
  
• Continuous Improvement 
  

Trouble Keeping Quality Standards Consistent and High?

Inconsistent user experiences across platforms can harm your brand’s reputation and frustrate your audience. Without a dependable approach to quality assurance, it’s challenging to maintain service excellence, monitor agent performance, and meet the rising expectations of today’s users.

Our tailored Quality Assurance (QA) services provide the solution you need to tackle these issues head-on. With customized scorecards, real-time analytics, and continuous feedback loops, we empower your team to deliver consistently top-tier experiences across every interaction.

• Customized Score Cards
  
• In-Depth Monitoring & Analysis
  
• Continuous Improvement 
  

A leading brand sought to reduce agent handling time, improve interaction quality, and increase customer trust. They aimed to gain deeper insights into customer contact reasons while implementing AI to enhance efficiency, customer satisfaction, and quality assurance across their operations. 

After implementing IntouchCX’s quality assurance solutions, they saw significant improvements:

• 10% reduction on average handle time (AHT)
  
• 90% QA across all programs
  
• 100% utilization
  
• 0% downtime
  

A leading brand sought to reduce agent handling time, improve interaction quality, and increase customer trust. They aimed to gain deeper insights into customer contact reasons while implementing AI to enhance efficiency, customer satisfaction, and quality assurance across their operations. 

After implementing IntouchCX’s quality assurance solutions, they saw significant improvements:

• 10% reduction on average handle time (AHT)
  
• 90% QA across all programs
  
• 100% utilization
  
• 0% downtime
  

Automated quality assurance solution that delivers detailed insights into associate, team, and program performance for targeted coaching and cost reduction, boosting CSAT.

Features:

• Automation: AI-driven QA and sentiment analysis for agent development
  
• Customization: Real-time KPIs and custom dashboards for informed decision-making
  
• 360-Degree View: Multichannel reporting and scorecards for insights
  
• Accessibility: Centralized, 24/7 data access for real-time reviews

Cutting-edge omnichannel reporting portal, consolidated data from CRM tools, Catapult, and Superpunch into one powerful platform, delivering insights that fuel strategic decisions and supercharge brand success.

Features:

• Automated Analytics: Leverages machine learning and predictive analytics for strategic forecasting
  
• Unified Reporting: Consolidates data across platforms into a single source
  
• Real-Time Visibility: Tracks agent schedules and performance in real time
  
• Data Visualization: Provides interactive tools for easy-decision making and KPI tracking
  
• Robust Security: Secure access via VPN/MFA ensures data protection