With ever increasing regulation and compliance most companies running their own contact centres especially within the financial services sectors will have the requirement to quality manage their customer communication. Traditionally this has always been managed in-house, but what checks can be made on an internal quality assurance team to ensure they are compliant and consistent in their approach?
With our extensive experience of both automated and manual based QA processes Ventrica can deliver an all encompassing outsourced Quality Assurance program or alternatively provide spot-checks and benchmarking for companies running their own teams.
Intelligent technology allows us to run wav files (voice recordings) of customer conversations through our software, which can pick up on raised voices, detect arguments and even swear words, thus streamlining and improving efficiencies.
Our service offering is totally flexible allowing companies the ability to take advantage of our infrastructure in particularly busy times and/or on an adhoc basis.
Ventrica delivers intelligent outsourcing solutions