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Knoah Solutions ensures calibrated and actionable QA evalutations on more than 1500 sales, retention and collections agents at a major cable TV/Broadband services provider

The Problem:

The client has over 1500 agents in ten sites handling B2C business operations relating to sales, retention and collections in both English and Spanish.Inconsistent and non-conforming agent behavior led to a significant impact in closing new sales, avoiding churn, and collecting on past
due accounts. Supervisors had a difficult time providing actionable feedback and coaching to agents that would drive consistent improvement. Management struggled to understand the variations in performance across the multiple delivery sites performing essentially the same activities. Agents were frustrated with the lack of feedback and inconsistency of message coming from the existing QA process.

The Solution:

The client approached Knoah looking to improve the scope, consistency and value of their QA process across all stakeholders for sales, retention and collections. Knoah created a customized QA program working closely with the client that would deliver on the following client requirements:

  • Eliminate the burden on Supervisors to perform QA evaluations and free them up to do more coaching of agents
  • Deliver a consistent number of quality reviews for each agent that was sufficient to drive meaningful coaching and drive a compensation affecting scorecard
  • Provide timely evaluations within 48hrs of the customer interaction to insure immediacy of recollection
  • Calibrate to an existing multipoint QA form with 95% accuracy
  • Provide a software based appeal mechanism that would allow agents and supervisors to dispute quality review elements where there may have been an error
  • Provide an automated detail, summary and trend reporting software system that would roll up from agents to supervisors, managers, sites and lines of business
  • Support English and Spanish transactions in a cost effective manner with a blended offshore/onshore QA team.

Results:

Knoah delivered across the full spectrum of requirements and has been flexible in supporting a variety of new requirements and special projects from the client over the years we have provided these QA services. Here are some key facts and results from this project.

  • We have built a blended bi-lingual team of agents in India and Las Vegas that cost effectively delivers on a monthly target of 12 fully annotated quality reviews per sales/retention agent (English or Spanish)
    • Reviews are delivered on average within 24 hours of the customer transaction occurring
  • Our agents are calibrated on the QA criteria at 93% and we receive no more than 5% appeals from supervisors that overturn our QA reviews
  • Supervisors have saved approximately 6 hrs per week in delivering QA results
    • Program estimates indicated that there was a 50 percent increase in providing feedback to more than 90 percent of customer facing agents within the first year.
    • Agent quality scores have improved 15% since the start of the program with a corresponding improvement in sales/retention of 8%
  • We have implemented and deployed our web-based KnoahsARK QA/WFO software to capture and report on all QA data collected on the program
    • Almost 200 Supervisors/Managers/Executives have web-based dashboard access to dozens of customized reports that are targeted to just their area of focus
  • We have created a “SWAT” team of special projects QA specialists that are able to do deep dive analysis on a rotating variety of areas that the client requires further research and analysis on
  • Finally, we have introduced advanced speech analytics technology into our solution that further enhances our ability to deliver meaningful, actionable and strategic results for our client.

Our results, management team, software platform and flexible partnership approach has led our client to expand the scope of our QA responsibilities outside of Sales, Retention and Collections.

About Knoah

Knoah Solutions is an award-winning Global Outsourcing Services Company - with delivery onshore and offshore delivery centers in US and India - that delivers the best in class multi-channel customer & technical support, and 3rd party QA services in the industry. 

To know more, visit www.knoah.com

 
Client
The third-largest cable entertainment and broadband services provider in the US. Pioneered the bundling of television, Internet and Telephone services together, offering consumers the ability to consolidate their services with one provider.
 
Industry Vertical
Entertainment and Broadband Services
 
Knoah’s Service Offering/Channel
Quality monitoring, and strategic call analytics delivered via the KnoahsARK software platform.
 
Solution Delivered
Blended, bi-lingual onshore and offshore TotalAssure QA services for sales, retention and collections agents
 


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    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.