Effective quality programs must be highly customized and account for an organization’s subtleties as well as its unique products, services, and customer base. Targeting and balancing these key elements in a continually changing business environment creates sustainable quality programs. These programs are critical to an organization’s customer experience and ultimately the bottom line.
Quality monitoring is one of the most effective methods for improving the level of service provided to the customers. Not only does it improve the customer experience — it also improves overall centre performance as well as identifying opportunities for advanced training or process improvement while facilitating employee development.
While most large organisations have Quality Monitoring teams, these are treated as mere call listening factories, rather than drive business results. Given the cost of running a Quality Monitoring team, it would help to have a holistic Quality philosophy and drive business results through Quality Monitoring.
WyzMindZ’s unique service offering - Wyz-Q, enables to open the door to higher quality visibility by providing reliable, accurate analyses at multiple levels within process.
Wyz LOOPTM , our proprietary quality analysis system, allows for feedback and analysis to be targeted to multiple audiences within the process. Process agents/representatives receive evaluations with constructive and positive feedback as well as comparative analyses to give them the information they need to continually improve service.
Supervisors and managers can access critical quality analysis with the ability to quickly review their process, group or agents’ quality performance as well as directly access WyzQ Dedicated Quality Team.
Wyz LOOPTM provides a fully integrated, web based suite of functionally rich, scalable and highly flexible software modules.
Wyz LOOPTM provides an Integrated User Administration – Transaction Evaluation Forms and feedback are integrated in one platform.
Wyz LOOPTM provides a Flexible & Customizable Evaluation Framework based on the Customer, Process & Product
Wyz LOOPTM has a Streamlined Evaluation Process where transactions can be selected for evaluation based upon multiple criterion or users can choose to have a random call presented for evaluation.
Wyz LOOPTM & WyzQ comes with a suite of Reports. These pre-defined reports help managers monitor their employees' progress, identify areas for training, and calibrate evaluator responses to limit variations in evaluations
Wyz LOOPTM is one of its kind which offers a completely un-biased calibration process.
Designed & Customized to suit the products, services & Customer Base
Quality evaluated & reported on 4 Broad Criteria
Trade-Mark “Wyz-Calib” to ensure On-Line & Unbiased Parameter Wise Calibration
Weekly Calibration between QA-QA, QA-TL & QA-Client to ensure uniformity in understanding the parameters
Supervisors / Managers have a direct access to the Dedicated Quality Team
Unbiased, Reliable & Accurate Analysis at multiple levels within the Processes
Feedback & Analysis is targeted to multiple audiences within the Processes viz.
Agents receive constructive feedback on the 4 Broad Categories as well as a Comparative analysis to enable them to improve continually
Supervisors & Managers can access critical information & review
Multiple levels of Dispute Resolution Mechanism built-in the system
QA’s rating based on Disputes raised & Disputes resolved without Change in Scores.
QA’s Training need identified basis the Disputes raised
Calibration Effectiveness measurement built-into the system