ITCube BPO Call Scoring and Call Monitoring Services

What Do We Do? We provide following services in the call auditing space: Inbound and/or Outbound Call Auditing Based on the pre-defined set of Parameters 

For Quality compliance

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For identifying training requirements/improvement areas

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For Data capturing to be used for Analysis

We are currently auditing 7000+ calls every day

How Do We Do It? 

We work on recorded calls. We remotely access the call recordings and audit them.

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The team at ITCube work with the client to come up with the customized parameters to be audited.

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The highly trained team at ITCube listens to the calls to audit, grade & capture information.

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The ratings and data are shared with the clients on a daily basis

What Value Do These Services Add? 

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Saves supervisor time listening to calls for quality auditso

Individual recordings of calls are delivered with evaluations.

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Supervisors are then able to provide detailed feedback to Agents.

More effective use of coaching timeo

The rating and reports allow the supervisor to coach on trends identified and focus on the areas of improvement effectively.

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Provides Business Intelligenceo

The data collected/captured from the calls allows the organization to receive any specific details of the calls other than the set parameters

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Quality tracking

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Sales/Demand tracking

Current Projects For a leading lead generation company, we rate the sales staff based on various areas like a. Call opening (3 parameters) b. Prospect engagement (10 parameters) c. Appointment (5 parameters).

The audits are used to improve the quality of the sales staff and identify training requirements.

Sample Audit Sheet: -

d. For a leading property management software and marketing firm we listen to recorded calls to capture data related to the source of enquiry, nature of enquiry, confirm if the quality parameters are met, if relevant questions were asked etc. and rate each call.

We capture 12 data points from the call.

This data is then analyzed to give clients various statistics like cost per ad source, conversion data, demand etc.

ITCube Call Scoring Benefit for Business: There are 6 different advantages of using call monitoring and call scoring in the call center

Pinpoint Deficits and Proficiencies in Agent Performance

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Enrich Feedback During Coaching Sessions:

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Facilitate The Goal Setting Process:

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Track Progress

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Expedite Agent Skill-Building, Training and Development

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Improve Service Quality and Customer Satisfaction

ITCube Advantage:

ITCube Specialty: Data Security:- ITCube is an ISO 9001:2008 and ISO 27001:2005 certified company. ITCube follows HIPAA compliance by adhering to all the physical, technical and administrative safeguards.

Employee Strength:- BPO sector of ITCube Solutions is multidimensional and one of the leading BPOs with 500+ employees in BPO.

Experience:- ITCube Solutions is a Business Process Outsourcing Service provider since 2003 with having a strong team of experts with over 10 years of experience in the healthcare and record management industry.

Contact Us: ITCube BPO Solution, Email- info@itcubebpo.com Phone- +1 (614) 434-2376 10999 Reed Hartman Highway, Suite # 134, Cincinnati, Ohio - 45242, USA