Quality Assurance

Continuously monitor and measure agent performance for quality assurance and compliance. Our real-time analysis helps stakeholders in your organization optimize CX operations on the fly.

3

Monitor Up to 100% of Interactions

Our AI-based solutions go through transcribed text data to identify challenging touchpoints and potential compliance issues and help replicate your best agents’ behavior.

ContactPoint 360 - Quality Assurance
ContactPoint 360 - Quality Assurance

Monitor Up to 100% of Interactions

Our AI-based solutions go through transcribed text data to identify challenging touchpoints and potential compliance issues and help replicate your best agents’ behavior.

ContactPoint 360 - Quality Assurance

Perform Real-time Root Cause Analysis

We use a combination of customizable scorecards, AI, and advanced data analytics tools to provide you with performance reports and root cause analysis. Our technology has the ability to score individual agents and aggregate data across different operations and lines of businesses on the fly.

Build An Outstanding Workforce

Our automated quality management systems help you identify agent training opportunities so that you can have tailored conversations with your agents. Our approach also enables you to map key agent characteristics to specific cases, and better route calls to deliver higher FCR rates.

ContactPoint 360 - Quality Assurance
ContactPoint 360 - Quality Assurance

Build An Outstanding Workforce

Our automated quality management systems help you identify agent training opportunities so that you can have tailored conversations with your agents. Our approach also enables you to map key agent characteristics to specific cases, and better route calls to deliver higher FCR rates.

Talk To Us

About  Us

Our Story

Careers

Contact Us

Who We Serve

ContactPoint 360 helps the world’s premier brands transform customer experience.

Go to overview

Healthcare

Energy

Automotive

Travel & Tourism

Technology

Government

Insurance

Financial Services

Retail

Government

Insurance

Financial Services

Retail

Solutions

ContactPoint 360 helps the world’s premier brands transform customer experience.

Business Process Management

Sales
Digital Marketing
Customer Care
Retention
Collections
Back Office Support
Omni-Channel
Hybrid Shoring
Multilingual Hub
Technical Support

Technology

Big Data & Advanced Analytics
Custom Software Application Development

Consulting & Strategy

CX Consulting
Solution Design

Technology

Big Data & Advanced Analytics
Custom Software Application Development

Consulting & Strategy

CX Consulting
Solution Design

Our Software

ContactPoint 360 helps the world’s premier brands transform customer experience.

TPV360

Soundboard 360

Speech Analytics and Voice AI

Secure Remote Worker

Agent Activity Monitoring

Workforce Analytics Platform

Quality Assurance

Agent Activity Monitoring

Workforce Analytics Platform

Quality Assurance

Resources

Resource Center

Insights

Videos

Infographics

News