Quantum Analytical QA
- 1. Quantum Analytical QA Transform your QA function into an Insights Hub info@geniianalytics.com geniianalytics.com Agent, customer & business wide insights, in any language (English, IsiXhosa, Zulu, Afrikaans, Sotho etc) SERVICE, SALES& COLLECTIONS Identify causal factorsto improve ops& businessperformance for sales, service & collections Identify top call reasons& root cause analysis Identify agent & non-agent causal factorswith improvement recommendations Correlate agent performance with customer NPS/ CSAT, per call Identify reasonsfor customer churn & save opportunities Agent performance mapping & periodic performance tracking per KPI Identify coaching gaps Process& regulatory compliance adherence Agent KPI review Interactive dashboards& reports Close loop training & coaching process Traditional QA Analytical Quality Assurance
- 2. Improve Customer Service & CX Improve CSAT and NPS Improve FCR & Reduce Repeats Reduce unnecessary transfers Reduce AHT Increase Sales Improve sales conversion Improve NTU Sales thru Service opportunities Root Cause analysis for Compliance Risk during sales Increase Collections Improve Promise to Pay Improve collections Identify causal factors for defaults info@geniianalytics.com geniianalytics.com Improve Customer Retentions Improve customer loyalty Identify reasons for customer churn Improve Customer retention Improve Agent Effectiveness & Quality Improve overall agent quality Improve agent effectiveness Improve agent compliance Track agent performance on all KPI’s (FCR;CSAT;Repeats;Transfers etc) Proven Benefits Quantum Analytical QA Improves Service, Sales, Collections and Retentions Improve Regulatory Compliance Track agent compliance during the interactions Track process and GDPR compliance Track adherence & highlight non- compliance
- 3. Quantum Analytical QA Quick and Easy info@geniianalytics.com geniianalytics.com QA Plus provides a Cloud based QA platform with interactive visualisation & reporting • Agent scores • Identify training/coaching gaps • Automated pdf reporting for agents and supervisors • Close loop QA and training management Deeper Agent Insights. • Top call drivers • Drill down causal factors for Agent performance and effectiveness • More detailed reports • Agent coaching & training reports, process & feedback • Agent performance tracking • Provides Customer Satisfaction indicators, per agent • Provides Causal Factors for Customer Dissatisfaction, per agent • Correlate CSAT with Agent performance • Provide agent scores for compliance • Provides causal factors for non-compliance Deeper Business & Customer Insights. • Top call drivers • Business/Brand KPI’s • Drill down causal factors for Business/Brand performance and effectiveness • More detailed reports • Provides Customer Satisfaction indicators • Provides Business/Brand causal factors for customer dissatisfaction • Correlate CSAT with business/brand performance • Provides business/brand compliance risks • Provides causal factors for compliance failures A cloud based platform with interactive visualisation & reporting
- 4. • Understand reasons why customers are calling • Root causal factors for customer dissatisfaction • Why calls are not resolved first time (FCR) • Reasons for repeat calls • Reasons for unnecessary transfers • Root causes for AHT & Hold • Root causes why sales are not being converted in telesales • Why promise to pay are not being met in collections • Root causes for compliance failures info@geniianalytics.com geniianalytics.com Operational Root Cause Analysis Quantum Analytical QA don’t just tell you what's happening in your contact centre, it also tells why its happening
- 5. • Identify training/coaching gaps and automated pdf reporting for agents and supervisors • Close loop coaching and training management • Provide Customer Satisfaction indicators • Identify Causal Factors for Customer Dissatisfaction • Correlate CSAT with Agent performance • Provide agent scores for compliance and provides causal factors for non-compliance info@geniianalytics.com geniianalytics.com Interactive Dashboards With “Close the Loop” coaching & training The Management dashboards dynamic drill down causal factors for Agent performance, agent coaching & training reports and customer satisfaction scores.