TotalAssure Booklet 022315

TotalAssure QAQuality by Knoah

© 2015 Knoah Solutions Inc.

Our Fortune 500 ClientsTrust Their Brands to Us!

-We’ve helped clients maintain year-over-year

J.D. Power & Associates Call Center Recognition

for Outstanding Customer Service Experience.

01

TotalAssureQA


TotalAssureQA

Focus on Quality

02© 2015 Knoah Solutions Inc.

TotalAssure QA is Knoah’s Third-Party Quality Assurance offering developed for organizations that don’t have the budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive Quality Assurance program.

Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions.

TotalAssureQA

TotalAssure QA Solution

Social Media Monitoring

Quality Framework

Unbiased Monitoring

In-depth Initial Assessment of CurrentQA Processes

Scorecarding & Benchmarking

60+ Reports

Speech Analytics

Customer Satisfaction Surveying

Actionable Agent/Team Lead Feedback

Accurate and Well-calibrated QA

03 © 2015 Knoah Solutions Inc.

KN

OA

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KKnoahsARK


TotalAssureQA

To deliver just-in-time feedback on voice and electronic customer interactions to substantially and quantifiably improve agent performance, customer satisfaction, and deliver value to our clients.

We focus on

improving

quality

Value Proposition


We provide feedback

to improve performance

and create value

TotalAssureQA

Understanding the Client’s Needs

Initial Gap Analysis of Typical Pain Points


Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions.

During our pre-launch assessment, we review your quality program with your operations, quality, training and executive team. Our quality auditors will prepare a gap analysis report and recommendations based on the review of your:

ProcessesGoalsKPI/MetricsReportsTrends and outliers

TotalAssureQA

Structured processes, integrated system to generate reports on:

Voice of the Customer (VOC)

Call-in Rate Analysis

CSAT/DSAT

Limited resources to implement a fully developed quality strategy

Multiple quality systems/reporting platforms

Tracking data through spreadsheets

John has the challenge of objectivity. He is required to view his call center from an outside perspective. Bogged down by manual evaluations and overwhelming amounts of data, he is unable to spend time coaching and training his team to ensure all SLAs are met.

Director of Call Center Quality

Need:

Pain Points:

Meeting the Needs of Every Levelof Your Organization


TotalAssureQA

Eric is all about details. He is expected to develop a team that is self-sufficient and meets expectations for all required SLAs. Eric's supervisors are inconsistent with coaching, monitoring, providing feedback and training due to juggling agent scheduling, H.R. items and assisting with escalated calls.

Create an environment where supervisors and agents can become self-sufficient

Access to one system that can assist with daily coaching, scheduling and training

Dashboards and reports to view agent and team stats

Front Line Associates frustrated with lack of feedback and inconsistency of the existing QA process.

Call Center Manager

Need:

Pain Points:

Meeting the Needs of Every Level of Your Organization


TotalAssureQA

Sarah oversees the delicate balance of coordinating between the client’s needs and direction and vision of her company’s executive management. Sarah’s main focus is overall performance and ensuring that her client’s customers’ first impression represents the company’s mission and exceeds the customers’ expectations. This requires a mix of tools, software, processes and dedicated, well-trained employees.

Consistent and timely training on product releasesSelf-help tools to manage daily KPIsAbility to identify emerging trendsCoaching, monitoring and feedback processes

Employees do not have a deep understanding of the systems they are using and lack training on new products creating extreme inefficiencies in call handling, documentation, which leads to poor customer support.

Director of Customer Service

Need:

Pain Points:



TotalAssureQA

Steve owns the relationships with multiple insourcing and outsourcing partners. He needs to ensure that all partners are providing a consistent customer experience across the board. The problem is they are all using their own quality assurance staff and different tools.

He needs an unbiased QA team to help calibrate and monitor their performance. Data about his customers' telephone and online interactions by insourced & outsourced agents will help him understand why:

Customers are calling multiple timesIf one partner needs additional skills training to handle customer interactionsIf calls are related to product or service issues

Outsourcing partners not calibrated

No insight on Product, Process, or Support improvement opportunity

VP/SVP of Customer Experience

Need:

Pain Points:

Meeting the Needs of Every Level of Your Organization


TotalAssureQA

Sheila looks at the big picture, and most of the time that is the bottom line. But to understand what is affecting the bottom line, her team needs to provide reporting and analysis across all operational areas. Sheila’s teams are reporting extremely low CSAT numbers.

Expert analysis of:CSAT/DSAT scores

Quaiity & Attribute Trends

Effective communication channels

Internal staff isn’t knowledgeable in CSAT/DSAT analysis and do not have the expertise to understand:


What is driving their numbers down

How to effectively change their approach

CEO & Executive Team

Need:

Pain Points:


Cloud-based QA/WFO tools to view KPIs

Remote self-service access to dashbaords and reporting

TotalAssureQA

Knoah deploys one of the deepest and most comprehensive quality processes in the industry. Using our cloud-based KnoahsARK tool, the quality process is broken up into distinct functions:

Our Quality Process


Monitoring

Measurement

Analysis

Feedback

Action Plans

Calibrations & Clarifications

Recertification

Assessment & Solutioning

TotalAssureQA

KnoahsARK

Agent Quality scores were 97% correlated to improved sales while the sales conversion improved by 8%.

Delivering Results�

Case Study: U.S. Cable Telecom Giant�

Built a bilingual team of agents in India and U.S.

50% increase in consistency of providing feedback to over 95% customer-facing agents

Over 95% of Quality scores were undisputed across 5 vendor locations, 10 call center sites, 5 LOBs, and 3 Enterprise units

Full cloud-based QA/WFO tool deployed

200+ Supervisors, Managers and Executives have cloud-based access to feedback and daily dashboard reports

Non-compliance of Process & Behavior outliers were reduced by over 22% within 90 days

QA scores were over 93% calibrated

5% of Quality team focus on outlier management and special projects


TotalAssureQA

Knoah is vested in the satisfaction of your customers. Our proven methods help you analyze, identify and solve your quality needs.

Proactive Partnership

Rigorous screening/training process

Six Sigma certified supervisors/QA staff with call center experience

Analysts provide deep dive analysis & target coaching strategies

Knowledgeable QA Staff

ISO 27001 certified processes

Six Sigma problem-solving approach

Industry standard QA best practices

Adaptive Processes


TotalAssureQA

Full IT infrastructure, training and process transition team

Seamless pilot to production deployment

Support for hybrid setup (onshore/offshore)

Award-winning outsourcer

Long-standing U.S. and India executive team

10+ years of delivering QA services to U.S. clients

Commercial-grade QM tool

Client dashboard access to full suite

Reporting and scorecards

Turnkey implementation

Management Expertise

KnoahsARK Software (Cloud-based)


TotalAssureQA

www.knoah.com | +1.702.722.5005 | [email protected] Vegas | Hyderabad | Pune

Documents

TotalAssure Booklet 022315