QDegrees audits call centers response time with matrix solutions

QDegrees audits call centers response time with matrix solutions
QDegrees is a Jaipur based business management consulting firm, which offers insight into the quality of customer care solutions. The company holds expertise in providing analysis reports of companies belonging to the domains of KPO, BPO, field operations and market research. 

Challenges

QDegrees was working on a project whereby they had to monitor the quality of services offered by all call center executives of leading mobile network providing companies. The main aim of these companies was to calculate response time of their call center agents. The QDegrees employees wanted to judge the way agents handled customers’ queries. Since the call centers had an arrangement of keeping track of all the calling numbers, the auditing company wanted that every time calls were made through a different number.

Moreover, to avoid any discrepancies in the data, QDegrees employees themselves made the calls, posing as customers. To ensure that calls land on a different agent’s extension number every single time, the employees had to call from different numbers.

The company owners knew that making calls is a tedious process, especially through phones. Furthermore, with the Analog phones, access of PBX features also gets limited. Therefore, the chairperson was keen to invest in a more convenient and easily accessible calling option. Being a pioneer solution provider company and having distinct requirements, the owners were looking for a solution that allowed them to leverage benefits of the latest communication technology.

They scouted the whole market to find an apt solution for their needs. After considering the capabilities of different products, they opted for Matrix telecom solutions.

Solution

Experienced team of engineers from Matrix, along with its partner’s DNR Enterprises studied the requirements of QDegrees and tailored a suitable solution for the company. Since the company was looking to leverage from the latest technology, they were provided with ETERNITY GENX12SAC, the Unified Communication Server for Modern Enterprises.

In order to cater to the need of requiring a different number for calling the customer care agents, four GSM cards were inserted into the Unified Communication solution. This provided them with eight different numbers, allowing the QDegrees employees to call from a different number every time.

The company was also provided with the VARTA Professional License which improved the dialing ease of employees by allowing them to attend their extension from their laptops or smartphones. Additionally, the license offered features such as Call Forward, Call Mute, Call Transfer, Audio Conference and Video Call from the handheld terminals.

Furthermore, the Matrix Unified Communication solution allowed them to meet their requirement of centralized management. It enabled the IT administrator to maintain and monitor performance of the system, irrespective of the location. 

Results

The company was greatly satisfied with the way Matrix solutions met with each of their challenges. The company was able to accurately audit the response time of call center agents they were reviewing. They were also able to engage in an easy, continuous calling process because of the solution provided. Moreover, they were able to tackle the challenges regarding downtime and breaks in communication very effectively with the solutions provided by Matrix and its partner.
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