ProQual - Call Quality Monitoring Solutions
Why ProQual
ProQual quality assurance support services from Nirvana brings to our clients, the benefits of off-shoring, and the twelve hour time difference (between India and USA) to the core task of improving contact center team performance. ProQual is not meant to wholly substitute in-house quality assurance function.
ProQual service provides our clients the means to make better use of valuable supervisor staff time by reducing (not eliminating!) their call evaluation load and letting them spend more time coaching and on process improvement. In one of the formats of our ProQual service, Nirvana delivers a precisely constructed evaluation report of a representative sample of calls from the previous day. This report is designed to be actionable and available at the start of shift. Freshness is a key ingredient for successful process improvement, and the time difference between India and America is a handy advantage. Supervisors and team members should have the context fresh in their mind to better relate to the evaluation and devise improvements/training plans.
Nirvana Business Solutions brings a specialist’s focus, volume capability and process orientation. Our in-house software development brings the benefit of rapidly developing newer and better reporting options – something which would be difficult (and expensive) for most contact centers.
Nirvana also provides related services ProCom– which is focused on compliance monitoring and ProVer which provides assurance services related to sales data capture accuracy based on remotely listening to recorded sales related calls and verifying/entering data provided by the customer into client’s systems accessed remotely via internet or private data circuits.
About ProQual
How will Nirvana access calls?
This would depend on the technology deployed at the contact center. The standard approach would be to access recordings from an FTP server via the internet. Where no recording facility exists, the contact center platform should allow listen-in type of access for Nirvana to record calls from designated agent locations. This second approach requires calls to be manually separated from the session recording and will be stored by Nirvana. FTP access will be made available where the client team wishes to refer back to evaluated calls.
What is the profile of Nirvana’s Quality Assurance resource?
Nirvana’s resources are graduates who have previous experience of voice work in customer service or telemarketing with at least one year experience in quality assurance. Some of our team members would have previous experience or have passed our internal coaching certification. All team members would have passed tests of product/process knowledge specific to the program. Team members will have been successfully calibrated against client’s internal resources. This calibration will be periodically renewed.
How would the evaluators be trained for product knowledge, company policy and other process specific issue?
The team will be trained using a mix of internal training staff and clients trainers using video conferencing. Internal trainers will work with client’s trainers to ensure calibration and transfer of experience.
What type of reports can Nirvana provide?
Our service includes custom report development and deployment. Nirvana’s in-house software development team will develop the required customized reporting tool. Our transition team will closely interact with the client to develop the base reporting tool; this will be improved upon periodically as a standard feature of our service. For its internal needs, Nirvana uses Witness Systems’ eQb platform and recording solution.
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Service Management
Nirvana’s service delivery is coordinated through a single contact person, who is responsible for executing to client expectations. Team Nirvana firmly believes that satisfied customers are our end objective and the team is empowered to provide services beyond contracted specifications.
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