Customer Care Monitoring
Get a clear picture of your employee’s compliancy. Fully data driven, so no results based on gut feelings or personal opinions. Trustworthy and objective.
Customer Care Monitoring: a cost-efficient solution to optimise quality
How well do your employees really work? Have they improved since your last evaluation? We use AI-technology and machine learning to form strong analytical and fully objective conclusions about the functioning of your customer service employees. We do that by evaluating the interaction with customers, we listen to voice data and analyse desktop interaction.
Reasons to implement Customer Care Monitoring
Don’t have the time, don’t want to do this work or lack in-house experts? Prevent double work and errors and let us design a highly efficient procedure for you. Saving you a lot of work and costs in the long-run, executed by our experienced experts. Let us provide all of this for you:
HR benefits
Empower agents and evaluate compliancy.
Oversee compliancy
Set realistic expectations and manage them in a precise manner.
Time-saving
Enable team leaders to focus on more important tasks that they are hired and prefer to do.
Objective results
Constantly know how your employees are performing. No bias or personal favourites.
Historical reporting
Make data-driven decisions and feel secure to take calculated risks.
Bottom-up insights
Relevant for all levels in your organisation. Find critical, compliancy and non-critical errors.
Real-time monitoring
Listen along with agents or get a notification and know when to intervene.
Sentiment analysis
We analyse emotions and discover errors.
We find where things go wrong.
Higher NPS
A happy community has the best ambassadors.
Cost-efficient
ROI rises because of higher NPS. Our experts do the job for you, so your own people save time.
Interaction analysis
We analyse speech as well as digital interaction.
Optimised flows and processes
Proactive instead of reactive because of exact data.
What can CCMP do for your customer care quality? Find out more about this outsource experience.