callquality

LiveBean Call Quality solution helps your organizations develop and deploy a world class call quality function.

Call Quality Framework:

Call Quality

Services — Consulting

What does the Call Quality Consulting solution cover?

Quality Organization Structure

Customer Satisfaction Drivers

Correlation with CSAT

Sample size calculation

Call monitoring process

Monitoring form

Quality Scoring Methodology

Performance Attributes

Performance Thresholds

Type of monitoring

Auto fail criteria

Fatal and non fatal accuracy

Calibration process

CAP/DAP policy

Dispute resolution process

Feedback and Coaching Strategy

Monitoring and Feedback Management Process

Verbatim Analysis Process

Quality Performance Dashboards

Aggregation and Analysis process

Communication Plan

Staffing plans

Quality Assurance Minimum Skills

Training Strategy

Technology

How does it work?

LiveBean Call Quality Consulting Solution begins with a conference call in which our consultants review your center’s overall call quality model.

Discover: We review the current state of your call quality function by our discover methodology. Discover phase is done onsite. At the end of discover phase we conduct a management readout to highlight the key strengths and weakness of your call quality function. The management readout is followed by a detailed report on Discover Phase.

Design: In design phase we develop SOPs, guidelines and processes for the to-be processes. We engage with your team at every step of design phase.

Deploy: Once the design phase is complete, we work jointly with your call quality and operations team to deploy the newly designed processes.

Evaluate: Three months post deployment we, along with your organizational leadership, evaluate the deployment and performance of the newly designed Call Quality function.

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