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Call Center Monitoring Services

Call Center Monitoring Services

Outsource call center quality monitoring and achieve the ultimate efficiency and productivity levels by assessing agent performance without lifting a finger

Are you always looking for ways to make your call centers attain service and operational excellence while improving the quality of customer care? Are you often looking at quantitative markers about the performance and making decisions without exploring the real issues? O2I offers a deep-dive approach to call center monitoring, where we monitor every single aspect of your operations, agents, customers, software, technologies, etc.

We analyze calls and customer engagements handled by a call center in real-time to offer an unsurpassed level of feedback and improvement. We have over two decades of experience in running, as well as, optimizing contact centers and we know what it takes to improve productivity, reduce costs, enhance efficiency and delight your customers. Being a veteran in the call center domain, we can partner with you and help you achieve excellence in your domain.

Call Center Monitoring Services We Offer

We offer a complete spectrum of call center monitoring services in India. Our solutions are not only cost-effective but also go the extra mile in eliminating all the problems and unknown issues faced by your call center. O2i's call center monitoring services include -

  • Call Quality Analytics Services

    Call Quality Analytics Services

    Your customers don't just hear that "the call would be monitored for quality and training purposes." We install call monitoring technologies to track all the outbound and inbound call; identify the parameters and benchmarks for quality; and ensure that each call is actually monitored, documented and analyzed for tangible quality improvements and optimization of the call center operations. O2I uses automated speech analytics tools in combination with human ears to listen in to all the calls and analyze them. A detailed report is shared with you as per your preferences and any major issues are reported immediately through alerts.

  • Audio Monitoring Services

    Audio Monitoring Services

    Your business produces a lot of audio content in terms of phone calls, marketing podcasts, customer service calls, sales calls, webinars, radio broadcasts, etc. All these need to be monitored for audio quality and for customer service quality levels. Monitoring audio files in-house requires a complex setup and is time-consuming. Remote audio monitoring services offered by O2I turn out be exceedingly cost-effective and more efficient.

  • Video Monitoring Services

    Video Monitoring Services

    Today's businesses have implemented the best security systems with video recordings, live cameras, IR detectors, proximity sensors, etc. In order to fully leverage the potential of these systems, video recordings or live streams have to be monitored by human eyes, so that any discrepancy can be reported immediately and appropriate alerts can be sent to the concerned people. We offer 24/7 CCTV monitoring services to keep a watch on your assets and ensure that your premises are safe from any unwanted intrusions.

  • CCTV Monitoring Services

    CCTV Monitoring Services

    We are a top provider of offsite CCTV monitoring services for clients around the world. With our remote CCTV monitoring, you can ensure 24/7 monitoring of your site. Through real time remote video monitoring, our professionals provide video surveillance as well as monitor threats, inform authorities, follow intruders, and sound alarms when necessary. Our services ensure that you don't lose out on any aspects of onsite video security and surveillance and that you receive the same level of protection, but at lower costs.

  • Call Quality Monitoring Services

    Call Quality Monitoring Services

    Our call quality monitoring support services allow decision makers to quickly identify problems on the floor, maintain call quality standards, improve agent performance as well as center and departmental performance, and improve customer satisfaction ratios. Our call quality assurance analysts work to ensure that all call center agents provide high-quality services that align with your company's goals. Our services include call monitoring, call quality evaluation, call center industry analysis, and call center agent training.

  • AI Monitoring Support

    AI Monitoring Support

    Analyzing thousands of customer interactions thoroughly poses the biggest challenge in improving customer support quality. With the use of AI and automation, we can help you monitor all the customer interactions while they are happening. The AI solution would seamlessly provide instant feedback to the agents, alert the supervisors in case of any issues, ensure that regulatory compliance is maintained, and offer a deeper level of insights and suggestions about how to improve the level of support and increase customer satisfaction. As a trusted AI monitoring support service provider, O2I can take your contact center to the optimum level of efficiency and profitability.

  • Text Monitoring Services

    Text Monitoring Services

    Text-based chat support has become a common way of providing instant service to customers or website visitors and help them find answers to their questions quickly. Every day, hundreds to thousands of such interactions happen on a business website and there is a need to track the content of those chats to ensure that things are going in the right direction, engagement protocols are being followed, and your company is projected in the best possible way by the agents. O2I offers round-the-clock, live tracking of chat messages and reports any issues or inconsistencies immediately. We have helped hundreds of clients to improve customer satisfaction with chat support.

Call Center Monitoring Process We Follow

The process involved in offshoring call center monitoring is easy and quick. We will walk you through the formalities to complete documentation so that the project can quickly commence, and results can be realized without delay. Our process is as follows -

 

01. Requirement Discovery

This is a standard step to identify your requirement, prevailing challenges, and measures taken to overcome the complexities

 

02. Analysis of the Requirement

Your requirement will be analyzed with precision and potential strategies will be devised to tackle suborn challenges that persist in the operation

 

03. Sampling the Call Center Monitoring Services

You can initiate a request for a pilot project to evaluate the effectiveness of our call center monitoring services. We will provide you with free samples to experience our quality and service levels

 

04. Selection of Monitoring Agents

We will select agents who align with your organization's cultural fit. The agents will receive tool training before project onboarding to enhance their precision

 

05. Call Center Monitoring Services

The process will commence with our agents sticking to the planned schedule. The service will be completed in a stipulated timeframe

 

06. Quality control Checks

The project will be continually supervised and scrutinized if necessary, to ensure that you achieve 100% satisfaction with our commitments

 

07. Reporting and Project Closure

We will complete the project as per the planned timeline and the project will be delivered in spec with the SLA. We will also provide custom-view reports for your perusal and follow-up.

Advantages of Our Call Center Monitoring Services

You can get the following advantages by partnering with a reputed call center monitoring services provider like O2I -

  1. Comprehensive Monitoring Services

    Our call center quality monitoring services are as in-depth as possible. We monitor each call, text, audio, or video through automated tools as well as humans. This amalgamation gives us capabilities to offer an advanced level of monitoring services that cover all the bases and deliver deepest insights.

  2. Real-time Services

    In today's competitive world, there is no time to waste. Problems should be identified before they happen and rectified immediately to curtail bigger losses. We help your team while they are having a conversation with the customers by offering proactive feedback. The real-time nature of our services helps our clients in retaining customers and improving agent accountability.

  3. Powerful Technologies to Enhance Monitoring Efficiency

    Our team is adept at all the popular tools and technologies used for call center quality monitoring services. We can make these solutions work for you or develop customizations and personalized dashboards so that you get only the most relevant and practical insights. Technologies we use include -

  4. HubSpot Bitrix24 Talkdesk Five9 Zendesk Dixa Salesforce LiveAgent Avaya
  5. High-quality Speech Analytics

    Leveraging the power of natural language processing and AI tools, we can do real-time speech analytics of all the in-bound or outbound calls of your call center. With AI, we are able to automatically capture the unstructured data in the interaction, such as the nature of the call; customer's emotions, stress or tone; satisfaction or frustration levels; agent's empathy and friendliness; agent's effectiveness; and a lot more.

  6. Customized Reporting

    Based on your analytics needs, we would create customized dashboards daily/weekly/monthly for various members of your team and send you frequent reports about the performance according to the KPIs and benchmarks defined by you. Our call center monitoring reports are visually-appealing and easy-to-understand. The interactive nature of the reports would enable you to drill down on any field or parameter and get to the root of the challenges faced by your business.

  7. Prescriptive Analytics

    We not only prepare monitoring reports, but we also implement BI technologies that automatically suggest the right course of action to reduce your costs, boost performance, improve operations, and so on. These prescriptions are then followed through and the results are measured to generate better insights and prescriptions in the future.

  8. Why Outsource Call Center Monitoring Services to Outsource2india?

    Outsource call center quality monitoring to make your process more streamlined and truer to the performance. Your clients will appreciate the speed and effort with which you will be serving their needs. Our call center monitoring services can help you take the following advantage -

    • ISO Certified Call Center Monitoring Services Provider

      Outsource2india is an ISO 9001:2015 certified call center monitoring services provider based out of India. We are a global outsourcing partner to businesses that take advantage of call center services. Our services are not only affordable but also saves your time and effort in closing client escalations and open service requests.

    • International Quality

      O2I is a well-established outsourcing services provider with state-of-the-art infrastructure, modern technologies, superior networks, and plush office spaces. When you engage with us, you get world-class services and transparent execution.

    • Affordable Services

      Our call center monitoring services have optimized the processes for our global clients quickly and cost-effectively. We have reduced their overheads by up to 40%, increased revenue and tuned their call center with the voice of the customer. Our offshore service model allows us to deliver round-the-clock coverage for your requirements.

    • An Experienced Team of Call Center Monitoring Experts

      We have been in the call center industry since its inception. Our team understands the domain inside out and knows what it takes to deliver results quickly. Having worked on a wide range of call center technologies for varied domains, we can help you attain customer service excellence with ease.

    • Best-in-class Infrastructure

      We have a superb infrastructure that is simply capable of empowering our call center agents in every way possible. Our solutions can lower your operational expense because it is not mandatory to have a dedicated call center infrastructure at your end.

    • 100% Data Security and Project Confidentiality

      O2I has an ISO/IEC 27001:2013 compliant security system. We also have ISMS certification and promise complete data integrity. We have robust processes in place for ensuring 100% data confidentiality, access controls, safe cloud storage, data transfer protocols, and so on. When you outsource to us, you can rest assured that there would be no breach of information.

    • Scalable Service

      The call center monitoring services we offer are scalable to suit your requirement. If you have requirements that need to be expedited, we have the bandwidth to support your need.

    • Quick TAT

      The turnaround time for the call center monitoring services is shorter compared to other service providers. This makes outsourcing call center monitoring services to O2I an ideal choice for you.

    • Improved Customer Experience

      With a monitoring solution focused on your customers, you would see that all the insights and prescriptions would be pointed towards that goal. Improvement in agent effectiveness and call center operations would directly result in improved customer experience.

    • Sophisticated Monitoring Technology Powered By Automation

      In order to improve the turnaround time and offer instant alerts and feedbacks, we use cutting-edge tools and automation technologies. These immediately raise the quality of service, agent performance, and positive interactions at your call center.

    Client Success Stories

    O2I Provided Call Quality Monitoring to a Leading Tech Firm

    Provided Call Quality Monitoring to a Leading Tech Firm

    The client we served wanted to outsource call quality monitoring and found respite through our affordable and highly reliable call quality monitoring services.

    Read more
    O2I Provided Live Video, Audio, & Text Monitoring Services

    Helped a Major Internet Company in Singapore with Live Video, Audio, & Text Monitoring Services

    We provided video monitoring services by using the client's backend monitoring systems. This helped them to save the cost and time in a big way.

    Read more

    Testimonials

    We only use Outsource2india for marketing purposes and no one else due to the extremely high levels of professionalism and clear communication that they deliver on a consistent basis. We have used marketing organizations all over the world, but not one of them come close to what Outsource2india produce daily for us, I hope they will use this letter as a reference so they can grow and help other companies who struggle with marketing.

    Marketing Director, Spray Foam Insulation Company, UK More Testimonials ยป

    Outsource Call Center Monitoring Services to Outsource2india

    A long list of global clients, Fortune 500 companies and businesses in different industry domains trust us when they need a partner for call center monitoring. We are an ISO-certified call center services provider with systematic processes, secure infrastructure, trained resources, and modern technologies. By partnering with us, you would not only streamline your call center operations but also raise productivity levels, boost revenue and consistently improve customer satisfaction scores. We can find deep and hidden insights while tracking every word or emotion uttered or expressed by your customers or agents.

    Contact us today and learn how your call center can move on the path of consistent improvement.

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