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serviceServices – TotalAssure-QA
Total Assure

Quality is at the center of Knoah’s value proposition to its clients regardless of the service offering. Offering a
wide range of analytics, dedicated quality teams, and a robust agent performance management platform for our contact center clients with award-winning results over the last nine years evolved into TotalAssure-QA allowing companies, not necessarily outsourcing their contact center operations to Knoah, to take advantage of our high value stand alone 3rd party QA services.

TotalAssure-QA is a 3rd party Quality Assurance offering developed for organizations that don’t have the budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive Quality Assurance program.

  • TotalAssure-QA is a strategic Quality Assurance program Knoah developed in the Contact Center outsourcing environment, leveraging our experience developing and managing Quality programs for Fortune® clients.
  • We provide Turn-key solutions and work closely with you to reach Quality, and Customer Satisfaction, and business metric goals.

KnoahsARK software infrastructure Links together all key aspects of your operations.

  • While some off-the-shelf software components can address individual elements of call center operations, none of them work well seamlessly to provide a holistic view of the enterprise.
  • As a result, we developed, KnoahsARK a web-based technology platform that enabled us to track quality for
    multiple clients and multiple KPIs across all three channels of customer communication (voice, email and
    chat).
  • TotalAssure-QA is competitively positioned at a price point that allows you to quickly realize benefits from your
    investment.

Here is what you’ll receive as a Knoah
TotalAssure-QA client:

bullet
  Dedicated Quality specialists that have been
successful agents, supervisors and subject matter
experts
who understand the challenges and
agents’ motivations’.
bullet
  Dedicated analytics support to identify, troubleshoot
and repair problems in productivity and process.
 
bullet
  We work with you to develop Blended, custom
scorecards
that allow stack ranking of agents on
multiple KPI’s including, Quality, AHT, CSAT, FCR…
ensuring the program will drive your specific
business requirements.
bullet
  We support both regular Quality evaluation
processing and special projects (Deep dive,
Fraud detection, etc).
  • The KnoahsARK Custom Dashboard provides access to dozens of robust real time standard and ad-hoc reports using your internal, vendor partner(s), and Knoah’s evaluations. The intelligence contained within these reports allow us to drive improvements in all areas; agent performance, operations process and marketing performance that are all key to your customer’s experience, retention & loyalty, and to drive additional revenue.
  • The ability to import recorded calls from existing Quality Monitoring tools such as Verint and NICE or to record calls directly through KnoahsARK.
  • The ability to perform remote Score Appeals, Auditing and Calibrations for the quality evaluations completed by Knoah’s Quality team.
  • Daily and actionable feedback delivered to individual agents across your enterprise.
  • Speech analytics to support spotting of phrase and enable compliance efforts.
  • Blended, custom scorecards that allow stack ranking of agents on multiple KPI’s including, QA, AHT, CSAT, FCR, and more…
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News & Events

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Events

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  • ccw-new-logo

    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.