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Nxt Gen Quality
Bringing customer loyalty through a NxT Gen Platform

Our Next Gen Approach

Quality management works from the start of production till the time a product or service expires with the end user. We provide all sorts of business models, frameworks and services to help establish a strong hold over a firm’s outputs, which brings loyalty from a customer’s perspective. We approach Quality through our Nxt Gen Platform, which is divided into 3 Major Groups:

NEXT GEN – TRANSACTION MONITORING

Metric Improvement, Analytics, Early Intervention and Case Study

NEXT GEN – QUALITY AUTOMATION (PROSPECT)

Voice, Non Voice and Case Study

NEXT GEN – QA PLATFORM

AURA 1.0 and New Release AURA 2.0

Driving Nxt Gen Quality

Next Gen Transaction Monitoring
  • Metric Improvement Framework - Responsible for effective execution of the plan, real time management
  • Analytics – Analyzes multiple performance data points derive BQ, identify lead metrics
Quality Automation
  • Real Time Coaching tracks thousands of nonverbal voice markers and provides agents with real-time feedback.
  • Quality Assurance Monitoring Live dashboard capabilities allow the QA team to systematically monitor their agents’ conversational performance
Next Gen QA Platform
  • AURA 1.0 An integrated data hub that allows increased visibility of Quality assurance & processes to provide actionable insight into performance & risk related metrics
  • AURA 2.0 Further enhanced quality with Agent Dashboard, Active Sync, Multiple Sample, Evaluation with RCA & Auto Calibration

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