Nirvana BPO India Offshore Outsourcing Services, VeriComp, Process Verification, Compliance Monitoring

Call Quality Assurance Solutions

VeriComp - Process Verification and Compliance Monitoring Product
A significant proportion of call center costs are incurred after the associate finishes a call – in the data verification, sales order processing, compliance monitoring and reporting functions. VeriComp from Nirvana offers offshore quality certified associates which can help reduce these costs by over 50% as compared to in-house resources while guaranteeing similar levels of compliance.

VeriComp Solutions

Nirvana offers call center clients all 3 levels of monitoring (based on the level of complexity)

Level 1: ProVer Sale Verification / Processing Service	Our associates will listen to the voice file and will check the data captured during the call. If there are any mistakes in data capture these are corrected. The sale order is then processed in the clients’ system. The benefit is that 100% of the sales calls are checked and processed ensuring significant reduction in the reject rates. Read more.
Level 2: ProCom Compliance Verification Service	Our associates will listen to the voice file and check for compliance criteria (such as mandatory statements to be told to customer, misrepresentation of product features, unclear acceptance by customer etc.) and will accept/ reject the sale based on evaluation of these criteria. The benefit is that 100% of the sales calls are verified for legal and business compliance issues and what gets passed are all clean sales. Read more.
Level 3: ProQual Call Quality Monitoring Service	Our associates will listen to a sample of calls of each rep and score the call on various parameters such as communication skills, selling/ servicing skills, product knowledge, business etiquette etc. on a template. The benefit is that each rep’s performance and the causal factors can be tracked week-on-week and appropriate training can be provided for improvement. Read more.

Nirvana provides these services to both inbound (sales and customer service) as well as outbound telemarketing call centers.