Contact Center Solutions Featured Article

HyperQuality will monitor, evaluate and track customer service calls for quality for WildBlue Communications, a provider of high-speed satellite broadband services. The service provider has contracted this work to HyperQuality as part of its commitment to provide high quality services to its broadband satellite subscribers.


HyperQuality provides third-party quality assurance and business intelligence for contact centers. The company will listen to WildBlue’s customer service calls and evaluate them for a range of quality measurements. The focus will on issues such as whether customer needs are met on the first call. Agents will be monitored to see that they provide all necessary details to customers, and that they clearly explain internet package options.

These calls are evaluated and the trends are tracked over a period of time. With this valuable information, WildBlue will be able to identify areas for improvement and improve customer service.

The quality of service will further improve because HyperQuality will also provide customized coaching and advice for WildBlue’s customer service agents.

In a release, Tom Glavan, vice president of customer care for WildBlue, said HyperQuality gives the company an unbiased, third-party assessment of how it is taking care of its customers.

HyperQuality’s metrics determine exactly where a break-down may occur, allowing clients to improve service and revenue.

Chris Coles, president and CEO, HyperQuality noted that the broadband Internet market is highly competitive and thus service has become a critical differentiator for virtually all providers. He added that HyperQuality’s analytics enable companies like WildBlue to determine how quality service can affect business results, including acquiring and retaining customers.