ContactPoint 360

Quality as a Service for Energy and Utility Companies

Wendy Hanlan

Wendy Hanlan

Head of New Partnerships

 

QaaS marries our AI technology with best practices to ensure a consistent and positive customer experience.

Energy companies that are utilizing QaaS will have the foresight to be proactive versus reactive to both, the larger challenges and the smaller nuanced complexities.

Learn more about our QaaS solution

Energy360 Series: Explore our solutions

Quality as a Service (QaaS)

Highlights

Winning and retaining customers  in a heavily deregulated sector requires the ability to control costs and offer competitive rates with great end-to-end customer experience. QaaS uses speech analytics and voice to tap into a wealth of extremely important information in voice conversations.

Takeaway

With QaaS, you do not have to manage a workforce for quality assurance. Our flexible peak/off peak resource loading models takes care of balancing the workforce for you. 

ContactPoint 360 - Speech analytics and Voice AI

Significantly better customer experience

Our fully interactive tool surfaces topics that trigger a positive or poor customer experience. It helps you identify and replicate the behaviors of your top agents with ease. Start personalizing conversations on an individual basis.

Analytics driven quality management

Monitor all inbound and outbound agent calls and unlock new insights on customer care. Increase the quality of your customer experience and improve efficiencies in agent training, onboarding, and compliance to transform agent performance.

ContactPoint 360 - Analytics driven quality management
ContactPoint 360 - Speech Analytics Integration

Easy to integrate, Easy to deploy

Get valuable voice analytics data from the very first day. Our customized solution takes the guesswork out of quality assurance, and enhances your agent coaching and training.

Key Benefits

Save costs on all call monitoring and evaluation

Never miss a compliance gap or lawsuit mention

Lower attrition through improved coaching

Improve AHT & FCR by fixing broken processes

Deep insights on customer sentiment and performance

QA for outbound Sales

Client: Large US Energy Provider

%

Increase in Sales Per Hour

%

Reduction in utility rejections

%

Reduction in agent attrition

Find out how our QaaS solution can help you reduce operational costs

 

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360 Startup

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Technical Architecture Consulting & Development

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Custom Software Application Development

Staff Augmentation

QA Testing and Test Automation

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UI/UX development

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