We don’t just ‘maintain’ our customer support programs; we direct and manage them, providing viable solutions, innovating with ongoing improvements, and maximum agility in response to changes in the product, service or customer demands.
We're closely following the ever changing Omni-channel preferences of customer buying behavior, and agent performance with our real-time reporting technologies, such as QAS360.
Customized Quality Assurance Tool
Our clients have direct access to real-time quality assurance insights, trends and reports through QAS360 - our proprietary quality assurance management tool designed and patented by Advantage Communications.
QAS360 is a web-based platform that allows both the auditor and the evaluated agent to always have real-time access, including visual graphing, of their quality assurance scored and of their progress in the areas of their biggest challenges and their greatest strengths.
QAS360 is designed to be user friendly for all of its users. Whether you are looking at a team’s progress, running reports, or seeking out trends, everything is only a few simple-to-navigate clicks away.
Team leads can review the top-performing agents on their team, how all agents are performing at a glance, as well as how their team is performing compared to others in the company. Calibrations are facilitated through the intuitive calibration function of the system, allowing for internal and external calibrations. Reports allow managers and team leads to analyze trends, track progress and identify gaps in performance.
How does your business define and measure customer loyalty? Do you try to gauge a customer’s intention to keep doing business with you, look at how much they increase spend, or try evaluate a customer’s potential for advocacy?
Loyalty can be mean different things to different organizations, as customer lifecycle goals vary widely across a myriad of products and services.
One metric, increasing popular over the last decade, is the Net Promoter Score (NPS). You’ve probably come across articles saying, ‘you only need to ask one question to measure customer satisfaction, would you recommend us to a friend’. The idea with NPS is that the willingness to give a word-of-mouth recommendation is a good predictor of customer loyalty.
We take pride in providing our clients with the ultimate customer experience solutions that best fit their specific needs. We want to hear about the issues you're currently experiencing with your current customer service program, so we can work together, to create and customize your very own solution.
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