HyperQuality Overview

Our company provides quality monitoring services to customer care centers.

HyperQuality provides the data and tools required to greatly improve agent level quality and customer satisfaction. By implementing best practice quality processes and using monitoring with high-frequency as a driver, our services are able to:

Empower team leads and supervisors to develop and improve their team members with reporting and analysis completed for them.

Quickly close the learning curve and efficiency gap of seasonal employees.

Calibrate to management’s standard across multiple centers for an accurate and consistent snapshot of performance.

Provide ongoing EvenBetter tips to every individual team member and track their improvement progress.

Identify process improvement opportunities with supportive data and a pool of industry examples of how to implement a change.

The result? Customer and internal employee satisfaction is increased and revenues and profits improve.

Understanding Customer Satisfaction by Agent is Powerful. It begins with an EvenBetter^SM attitude that every person, process, and profits can become even better every day.

HyperQuality Services

HyperMonitoring - Voice
We listen to and evaluate your recorded calls and provide immediate feedback to each call center agent via our web based tool.

• One monitored call for each agent every 8 hours.
• Daily feedback and ranking for every agent, team lead and managers.
• Trend lines for additional training to be EvenBetter^SM.
• Data and analysis for team leads and managers.
• Profile ranking of your agents.
• Individual Agent Scorecard.
• Storage of voice recordings and historical quality results.
• Defined parameters that evaluate applicable skills: Core, Soft, Selling, Technical, Cultural, etc.
• Transaction based independent feedback.

HyperMonitoring - Email
We read and evaluate your emails and provide immediate feedback to each call center agent via our web based tool.

• One monitored email for each agent every 8 hours.
• Daily feedback and ranking for every agent, team lead and managers.
• Trend lines for additional training to be EvenBetter^SM.
• Data and analysis for team leads and managers.
• Profile ranking of your agents.
• Individual Agent Scorecard.
• Defined parameters that evaluate applicable skills: Core, Soft, Selling, Technical, Cultural, etc.
• Transaction based independent feedback.