Contact Center Solutions Featured Article

HyperQuality, a provider of third-party quality assurance and business intelligence for contact center, said that it has completed monitoring and evaluation of around 5,000,000 customer interactions for quality at contact centers.

 

The company evaluates millions of interactions annually between contact center agents and customers and, using advanced analytics, generates actionable feedback to drive performance improvement.

 

Established six year ago, HyperQuality claims that it has hit an “unparalleled milestone” in quality assurance, and provides effective expertise in contact center quality monitoring.

 

American Customer Satisfaction Index (ACSI) studies have directly tied the customer satisfaction with market capitalization and the company notes that satisfied customers create more loyal and long-term relationships.

 

However, because most companies cannot invest the time or resources to professionally monitor their customer service functions, they are at a competitive disadvantage. Usually, companies are able to monitor only three to five customer calls per month. Officials said that this means that there is no strategic data or validity.

 

“Because we evaluate more than 6,000 calls per day now, we are uniquely positioned to provide impartial and knowledgeable analysis about how our clients customer service agents are representing their brands,” said Chris Coles, CEO at HyperQuality.

 

The said it alleviates the call monitoring and evaluating challenges of some of the nation’s top companies such as Allconnect, Becker, Guthy-Renker, Sage Telecom, SkyMall, and Travelocity.

 

Officials said that they have helped clients continually achieve their customer service business objectives through satisfied, productive relationships with their customers.

 

Back in October of last year, the company launched ClearMetrix, a hosted software solution to help companies of all sizes improve contact, operational and marketing performance and drive improvements in the metrics that are important to them.