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Call Interaction Monitoring and Analytics

Leverage independent quality and compliance experts to establish Agent behaviors and processes to support an organization’s strategic goals

The telecommunication industry continues to evolve from a stable market to a highly competitive market. Organizations are responding by providing a rich and diverse set of products and offers to attract and retain customers. Companies are also improving their ability to connect with customers using traditional voice services as well as on-line chat support and email. The key element in this complex “eco-system” is the interaction between the customers and the front-line customer agents. This drives the overall perception of an organization throughout the entire life-cycle for each customer.

eClerx's call quality monitoring solutions provide the insight that companies need to understand how these interactions between agents (internal and vendor) and customers impact their business. We have deep domain expertise in quality monitoring across multiple queues and channels for the telecommunications industry backed by a deep understanding of the business rules, tools and speech analytics technology used to establish comprehensive insight on how agent performance impacts revenue, compliance, customer satisfaction, cost containment and brand.

eClerx's quality monitoring program delivers a high quality scorecard-based solution that scales quickly and responds to changing fluctuations in customer demand.