The greatest of Customer Services are achieved with delightful, seamless personnel engagements!!!
- End-to-endnd Contact Centre Consulting
- Impeccable Implementations with 24X7 support and maintenance
- Contact Center RFP Questions
Workforce Management System
With a resilient focus on our Customers, VelSoln’s experienced technocrats work across the lengths and breadths customer experience management ecosystem, including Call Centres, in-person or other back-office services:
- Implementing end-on-end performance tracking system
- Bring about optimized schedules with robust adherences
- Integrating Payroll apps with WFM
- Delightfully engaging employs with WFM Mobile Apps
Speech Analytics
Today’s Speech Analytics technologies clearly ascertain all parameters that make a huge difference in terms of various business performances. These include technology implementations to augment product and process performances, customer satisfaction, agent output and performance using multiple analytics channels. VELSoln’s experts help you with:
- Comprehending and learn best practices in speech analytics
- Implement a fully Automated Quality Management (AQM) system
- Train personnel to demarcate their interactions clearly within the business portfolio including, assess customer satisfaction levels, how to operate repeat interactions, work on inquiries made on websites and much more
24X7 Guided, Automation systems (RPA)
VELSoln team of professionals specialize in implementing versatile, Robotics Process Automations (RPA. These 24X7 Guided Automation Systems can greatly simplify time-consuming and repetitive business processes, freeing personnel for more productive work. This round-the-clock automated system has the capability to entirely eliminate manual multi-step processes that could be often complicated when performed manually. Our RPA portfolio includes:
- Agent assistance, review & supervision
- Integrate Self Service systems with the guidance system
- Implement and support on-screen steps for Agents
Automated Quality Management (AQM) System
VELSoln team of experts ensure illustrious customer experiences are delivered through consistent quality, dependability, and support. We focus on implementing a robust AQM system, that integrate enterprise data to the call recording system. This creates an automatic evaluation plan around specific, critical calls that the business should seriously focus. It facilitates Managers to pre-define a quality template that can clearly spot and select high-value business-need based calls, or for KPI achievement, historical training areas etc. Our experts help you with:
- Caliberating AQM best practices implementation
- Put in place an integrated AQM and speech analytics system
- Customized reporting system
- Integrated AQM and training system
- Migration from previous, legacy versions to the newer AQM
VoC Systems
In a world of competitive customer experience provision, implementing state-of-the-art VoC solutions has become the new normal. Today’s high-tech VOC systems facilitate enterprises to fully comprehend every micro-second of customer’s experiences. They greatly speed-up delivery of customer, business and employee needs the moment they are captured into the system. The significant edge of this system is to capture and process direct customer/employee feedbacks to create world-class benchmarked systems with board-quality metrics. VELSoln expertise includes:
- Extracting VoC scores to implement in the Quality Management System
- Build customized dashboards with notifications and alerts in real-time
- Put in place a clear-cut Case Management system
- Implement enterprise-wide operational metrics
Gamification system
The Gamification technology leverages behavioural & pattern analysis and game mechanics. With a capability to present KPIs with role-based goals, the system can recommend the next possible best action to be taken for knowledge and skill improvement for core-competent business areas. Employee metrics can thus be created to assess their performance and productivity to reward them with scores and points for achieving specific targets. The system facilitates:
- Speeding up on-boarding of new call centre recruits
- Facilitate learn-while-you-work culture in the form of engaging, interactive and dynamic embedded video tutorials with surveys, questionnaires, polls, quizzes and presentations