At CC33, we understand the importance of quality and compliance in the outsourced contact centre space. That's why we have developed CC33IQ, our quality management system, providing complete quality transparency for all colleagues on your campaign.
With CC33IQ you can relax about your campaign’s quality and compliance. Our flexible and adaptable quality approach to customer interactions, combined with automatic speech & text analytics integration, ensures that we can quickly identify compliance risk areas and integral conversation elements.
Through 100% quality assessment evaluations and dedicated quality resources, we ensure that our agents are equipped with the latest insights and best practices, enabling them to deliver exceptional service across all communication channels. By incorporating auto compliance checking, we have seen significant improvements in accuracy levels and reduced analysis time. Agents can also self-coach based on CC33IQ insights, further enhancing their performance.
In addition to compliance, CC33IQ can help improve selling opportunities and ultimately conversion rates too. By focusing on customer effort, advisor ‘framing’, and active listening, agents can better understand customer needs and address them effectively. As the data set grows, CC33IQ will identify common topics and affinity groups in the verbatim, allowing agents to provide tailored solutions to meet customer needs.
Utilising smart intelligence to understand when and where your competitors are mentioned in your customer contact, and how their products and pricing are comparing. That way, you can use it to help redesign products, or introduce new services to protect your customer base. The power of CC33IQ can help you get to know your customer preferences.
