HyperQuality provides services designed to help our clients’ customer experience get EvenBetter™ every day. Our methodology is proven and innovative. Our data is reliable and valid. And our custom-designed program of frequent evaluation, calibration, powerful reporting and professional services results in specific recommendations for agents, managers and executives — for agent improvement, increased overall quality and bottom line results. Every day. |
| Quality Evaluations for Telephone, Email and Chat |
| HyperQuality evaluates and audits telephone, email and chat communications and reports the scores and detailed feedback to managers, supervisors and individual agents via an easy-to-use online reporting system. High-level reports enable managers to compare services across a center or multiple centers. Detailed reports allow supervisors to view scores, attribute by attribute, at the agent level. Individual agents can also view their own results, listen to scored calls, and review feedback to help them improve their performance. |
| HyperEvaluation – Phone |
| We listen to and evaluate your calls and report the results daily.
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| HyperEvaluation – Email |
| We read and evaluate your email and report the results daily.
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| HyperEvaluation – Chat |
| We review and evaluate your chat and report the results daily.
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| POWERFUL REPORTING SOFTWARE |
| HyperView 3.0 is HyperQuality’s groundbreaking software program that gives you reports and intelligence that go well beyond merely compiling data or verifying compliance. HyperView reports include useful direction and real advice for improving agent behavior. Whether you perform evaluations in-house or with HyperEvaluation, your agents and/or supervisors can log-in to HyperView at any time and review evaluations, listen to recorded calls and view up-to-the-minute reports.
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| Customer Satisfaction Surveys |
If you’re wondering how satisfied your customers feel, ask them! With HyperSurvey, brief telephone and email surveys let your customers tell you what they thought of your company’s communication — whether telephone, email or chat. With this invaluable feedback, your agents and managers can make decisions to improve your organization.
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| HyperSurvey – IVR |
| We survey your customers post-call through the IVR system and report the results daily.
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| HyperSurvey – Email |
| We survey your customers through email and report the results daily.
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| HyperSurvey – Phone |
| We survey your customers through outbound phone calls and report the results daily.
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| HyperRecording Powered by etalk |
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HyperQuality presents the next-generation recording solution, with a quick start–up, hassle-free integration and lower cost than traditional recording systems. HyperRecording uses state-of-the art technology and, perhaps even better, can be up and running—and providing you with valuable data on customer satisfaction—in as little as one month.
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| Comment Analysis |
Quite often the real root-cause of performance issues lies buried in your comment fields and has traditionally been difficult to nearly impossible to use. Not any more! Whether it’s customer opinion survey data, agent case notes, chat or email sessions, HyperQuality’s Comment Analysis solution can unlock the power of your comment data.
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| Exception Management |
Do you have performance issues that you just can’t seem to get a handle on? If you’re like most companies, you do – and your find yourself buried in data trying to determine the root-cause so you can fix it!
With HyperQuality’s automated Exception Management solution, you don’t have to wait until an issue becomes so significant it can’t be ignored. Our solution can detect issues any time, any place and any where. Using cutting edge statistical algorithms, Exception Management takes manually intensive tasks and automates them across the enterprise.
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| Professional Services |
HyperQuality provides customized full-service consulting on managing for excellence in customer experience, consultative sales, employee experience management and advanced modeling and analytics, as well as advising on a full spectrum of customer service issues throughout your company. Rather than cookie-cutter, one-size-fits-all tips and ideas, HyperQuality’s professionals go in-depth with your organization to research and recommend solutions in the areas that concern you most.
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| Voice and Accent Communications |
An increasing number of American companies are outsourcing contact center jobs to countries such as India, Canada, Mexico and the Philippines. As these companies cut costs by offshore outsourcing, they must balance their bottom lines with the potential risk of losing customers due to poor customer service, cultural gaps and voice and accent communication problems. HyperQuality’s Voice and Accent Communications Service helps companies maintain and increase customer satisfaction with offshore contact centers.
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Click here to request a proposal or contact us at 1-888-254-0580 to schedule a Live Meeting demonstration of any of our services. |
