totalassure booklet 022315
Post on 21-Jan-2018
138 Views
Preview:
TRANSCRIPT
TotalAssure QAQuality by Knoah
© 2015 Knoah Solutions Inc.
Our Fortune 500 ClientsTrust Their Brands to Us!
-We’ve helped clients maintain year-over-year
J.D. Power & Associates Call Center Recognition
for Outstanding Customer Service Experience.
01
TotalAssureQA
© 2015 Knoah Solutions Inc.
TotalAssureQA
Focus on Quality
02© 2015 Knoah Solutions Inc.
TotalAssure QA is Knoah’s Third-Party Quality Assurance offering developed for organizations that don’t have the budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive Quality Assurance program.
Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions.
TotalAssureQA
TotalAssure QA Solution
Social Media Monitoring
Quality Framework
Unbiased Monitoring
In-depth Initial Assessment of CurrentQA Processes
Scorecarding & Benchmarking
60+ Reports
Speech Analytics
Customer Satisfaction Surveying
Actionable Agent/Team Lead Feedback
Accurate and Well-calibrated QA
03 © 2015 Knoah Solutions Inc.
KN
OA
HS
AR
KKnoahsARK
© 2015 Knoah Solutions Inc.
TotalAssureQA
To deliver just-in-time feedback on voice and electronic customer interactions to substantially and quantifiably improve agent performance, customer satisfaction, and deliver value to our clients.
We focus on
improving
quality
Value Proposition
04© 2015 Knoah Solutions Inc.
We provide feedback
to improve performance
and create value
TotalAssureQA
Understanding the Client’s Needs
Initial Gap Analysis of Typical Pain Points
05 © 2015 Knoah Solutions Inc.
Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions.
During our pre-launch assessment, we review your quality program with your operations, quality, training and executive team. Our quality auditors will prepare a gap analysis report and recommendations based on the review of your:
ProcessesGoalsKPI/MetricsReportsTrends and outliers
TotalAssureQA
Structured processes, integrated system to generate reports on:
Voice of the Customer (VOC)
Call-in Rate Analysis
CSAT/DSAT
Limited resources to implement a fully developed quality strategy
Multiple quality systems/reporting platforms
Tracking data through spreadsheets
John has the challenge of objectivity. He is required to view his call center from an outside perspective. Bogged down by manual evaluations and overwhelming amounts of data, he is unable to spend time coaching and training his team to ensure all SLAs are met.
Director of Call Center Quality
Need:
Pain Points:
Meeting the Needs of Every Levelof Your Organization
06© 2015 Knoah Solutions Inc.
TotalAssureQA
Eric is all about details. He is expected to develop a team that is self-sufficient and meets expectations for all required SLAs. Eric's supervisors are inconsistent with coaching, monitoring, providing feedback and training due to juggling agent scheduling, H.R. items and assisting with escalated calls.
Create an environment where supervisors and agents can become self-sufficient
Access to one system that can assist with daily coaching, scheduling and training
Dashboards and reports to view agent and team stats
Front Line Associates frustrated with lack of feedback and inconsistency of the existing QA process.
Call Center Manager
Need:
Pain Points:
Meeting the Needs of Every Level of Your Organization
07 © 2015 Knoah Solutions Inc.
TotalAssureQA
Sarah oversees the delicate balance of coordinating between the client’s needs and direction and vision of her company’s executive management. Sarah’s main focus is overall performance and ensuring that her client’s customers’ first impression represents the company’s mission and exceeds the customers’ expectations. This requires a mix of tools, software, processes and dedicated, well-trained employees.
Consistent and timely training on product releasesSelf-help tools to manage daily KPIsAbility to identify emerging trendsCoaching, monitoring and feedback processes
Employees do not have a deep understanding of the systems they are using and lack training on new products creating extreme inefficiencies in call handling, documentation, which leads to poor customer support.
Director of Customer Service
Need:
Pain Points:
Meeting the Needs of Every Levelof Your Organization
08© 2015 Knoah Solutions Inc.
TotalAssureQA
Steve owns the relationships with multiple insourcing and outsourcing partners. He needs to ensure that all partners are providing a consistent customer experience across the board. The problem is they are all using their own quality assurance staff and different tools.
He needs an unbiased QA team to help calibrate and monitor their performance. Data about his customers' telephone and online interactions by insourced & outsourced agents will help him understand why:
Customers are calling multiple timesIf one partner needs additional skills training to handle customer interactionsIf calls are related to product or service issues
Outsourcing partners not calibrated
No insight on Product, Process, or Support improvement opportunity
VP/SVP of Customer Experience
Need:
Pain Points:
Meeting the Needs of Every Level of Your Organization
09 © 2015 Knoah Solutions Inc.
TotalAssureQA
Sheila looks at the big picture, and most of the time that is the bottom line. But to understand what is affecting the bottom line, her team needs to provide reporting and analysis across all operational areas. Sheila’s teams are reporting extremely low CSAT numbers.
Expert analysis of:CSAT/DSAT scores
Quaiity & Attribute Trends
Effective communication channels
Internal staff isn’t knowledgeable in CSAT/DSAT analysis and do not have the expertise to understand:
Meeting the Needs of Every Levelof Your Organization
What is driving their numbers down
How to effectively change their approach
CEO & Executive Team
Need:
Pain Points:
10© 2015 Knoah Solutions Inc.
Cloud-based QA/WFO tools to view KPIs
Remote self-service access to dashbaords and reporting
TotalAssureQA
Knoah deploys one of the deepest and most comprehensive quality processes in the industry. Using our cloud-based KnoahsARK tool, the quality process is broken up into distinct functions:
Our Quality Process
11 © 2015 Knoah Solutions Inc.
Monitoring
Measurement
Analysis
Feedback
Action Plans
Calibrations & Clarifications
Recertification
Assessment & Solutioning
TotalAssureQA
KnoahsARK
Agent Quality scores were 97% correlated to improved sales while the sales conversion improved by 8%.
Delivering Results�
Case Study: U.S. Cable Telecom Giant�
Built a bilingual team of agents in India and U.S.
50% increase in consistency of providing feedback to over 95% customer-facing agents
Over 95% of Quality scores were undisputed across 5 vendor locations, 10 call center sites, 5 LOBs, and 3 Enterprise units
Full cloud-based QA/WFO tool deployed
200+ Supervisors, Managers and Executives have cloud-based access to feedback and daily dashboard reports
Non-compliance of Process & Behavior outliers were reduced by over 22% within 90 days
QA scores were over 93% calibrated
5% of Quality team focus on outlier management and special projects
12© 2015 Knoah Solutions Inc.
TotalAssureQA
Knoah is vested in the satisfaction of your customers. Our proven methods help you analyze, identify and solve your quality needs.
Proactive Partnership
Rigorous screening/training process
Six Sigma certified supervisors/QA staff with call center experience
Analysts provide deep dive analysis & target coaching strategies
Knowledgeable QA Staff
ISO 27001 certified processes
Six Sigma problem-solving approach
Industry standard QA best practices
Adaptive Processes
13 © 2015 Knoah Solutions Inc.
TotalAssureQA
Full IT infrastructure, training and process transition team
Seamless pilot to production deployment
Support for hybrid setup (onshore/offshore)
Award-winning outsourcer
Long-standing U.S. and India executive team
10+ years of delivering QA services to U.S. clients
Commercial-grade QM tool
Client dashboard access to full suite
Reporting and scorecards
Turnkey implementation
Management Expertise
KnoahsARK Software (Cloud-based)
14© 2015 Knoah Solutions Inc.
TotalAssureQA
www.knoah.com | +1.702.722.5005 | info@knoah.comLas Vegas | Hyderabad | Pune
top related