CALL CENTER OPERATIONS PROCESS
Any outsourcing service provider has the responsibility to provide faith and instill a trust in the client that will carry him through the project with ease and without having to worry about data security, data loss or even value-for-money. In today’s business world, call center outsourcing services are easily available and this increases the need to understand and meet certain possible client apprehensions that could arise out of outsourcing to an all new country. We at Om HRA give you the facility to see exactly what happens, as it happens. We provide unfiltered information of what we do, allowing you to be convinced of our high standards of quality, integrity and professionalism that we strictly adhere to.’
Complete Transparency in Call center operations
We guarantee complete accessibility to information at call centers. We maintain International standards of data security and allow our customers to have the advantage of anytime access to the data. OmHRA provides the perfect example for call center operation transparency and leaves the customer satisfied with his level of accessibility.
100% Recording of all calls
Our customers have web-based access to all our call center operation management. Our customers or remote users take decisions remotely and in a timely fashion so that they can focus on exactly what they want early in the process and improve the quality standards. This is possible only because of the access we provide through real-time dashboards, review interviews and trend analysis reports. Our customers can also access and view voice envelopes of both the customer and agent together and understand the various situations that arise during the course of a call and the methods followed in response. Based on this observation they can make suggestions for further improvement. The suggestions given by customers are immediately incorporated into our processes.
1. Outbound service – Remote Access
2. Inbound Service – Remote Access
3. Reporting
- Remote users can have easy access with web-based Reporting
- Real-time & historical reports
- Monitored thresholds
Your Advantages
- 100% recording of all calls
- Access to real-time dashboards
- Review interviews and reports
- Calls can be saved locally for analysis
- Automated data tagging
- Call analysis using data tagged with call
- View voice envelopes of customer and agent separately