The WNS Advantage
Proprietary and Automated Web-based Tool: Our proprietary tool Q+ gives you the advantage of customized audit forms and detailed online reporting on an ongoing basis in calibrated formats.
Objective Call Center Evaluation via Mystery Shopper Plan: A well-planned transaction monitoring program can yield invaluable data on the quality of your call center service interaction. We work with you to design a customized Quality form and metrics to be tracked. We include all the variables unique to your industry. We tailor the Quality program to focus on identified problem areas.
Specialized Compliance Audit: Our transaction monitoring associates can monitor your transactions for policy violations, Right Party Contact language, FDCPA violations, and abusive and risky language (from either party). Q+ enables real-time red alerts and audit notification mails. We instantly alert your managers to compliance violations so that they can step in immediately.
CSAT Framework: Our CSAT framework is built around survey questionnaires aligned to industry benchmarks, survey management & response consolidation, recommendations of actionable data and predictive insights. Our associates place survey calls directly to your customers. We also create mail and e-mail surveys. Each customer survey consists of a series of questions that provide measurable data.
Q + : Put the Plus in Your Quality
Customized audit forms to monitor interactions. Detailed online reporting in calibrated formats
Our proprietary web-based tool Q+ gives you all these pluses. Our domain experts provide quick turnaround to address key areas for immediate improvement.
What does this mean for you and your team?
It saves your time, effort and resources. It gives you the freedom to optimize your call center performance. So that you can focus on your valued customers to to give them the best experience.