Knoah TotalAssure

Quality sits at the heart of Knoah’s value proposition to its clients regardless of the service offering. Offering a wide range of analytics, dedicated quality teams, and a robust agent performance management platform for our contact center clients with award-winning results over the last nine years evolved into TotalAssure allowing companies not necessarily outsourcing their contact center operations to Knoah to take advantage of our high value stand alone Quality Assurance services.

TotalAssure is a third-party world-class Quality Assurance offering developed for organizations that don’t have the budget, time, staffing, tools or in-house expertise to effectively manage a comprehensive Quality Assurance program.

TotalAssure proactively measures and drives improved performance across an enterprise for internal and external partners and provides robust, remote Quality services for voice, chat, email and back office processing teams using our highly experienced and Six Sigma certified Quality Management team, Analysts, and Dedicated Quality specialists. Knoah approaches each program strategically and works as an extension of your management team to swiftly indentify and address Quality Challenges.

	TotalAssure is a strategic Quality Assurance program Knoah developed in the contact center outsourcing environment, leveraging our expertise developing and managing Quality programs for Fortune clients.
	We provide a turn-key solution and work closely with you to reach quality and customer satisfaction goals.

KnoahsARK software infrastructure links together all key aspects of your operations.

	While some off-the-shelf software components can address individual elements of call center operations, none of them work well together seamlessly to provide a holistic view of the enterprise.
	As a result, we developed, KnoahsARK a web-based technology platform that enables us to track quality for multiple clients and multiple KPIs across all three channels of customer communication (voice, email and chat).
	TotalAssure is competitively positioned at a price point that allows you to quickly realize benefits from your investment.

Here is what you’ll receive as a Knoah TotalAssure client:

	Dedicated Quality specialists that have been successful agents, supervisors and subject matter experts and understand the challenges and temptations of agents.
	Dedicated analytics support to identify, troubleshoot and repair problems in productivity and process.
	We work with you to develop Blended, custom scorecards that allow stack ranking of agents on multiple KPI’s including, Quality, AHT, CSAT, FCR… ensuring the program will drive your specific business requirements.
	We support both regular Quality evaluation processing and special projects (Deep dive, Fraud detection, etc).

Above all we provide Full client access and use of
the KnoahsARK web-based agent performance management tool which includes:

	The KnoahsARK Custom Dashboard provides access to dozens of robust real time standard and ad-hoc reports using your internal, vendor partner(s), and Knoah’s evaluations. The intelligence contained within these reports allow us to drive improvements in all areas; agent performance, operations process and marketing performance that are all key to improving your customer’s experience, retention & loyalty, and to drive additional revenue.
	The ability to import recorded calls from existing Quality Monitoring tools such as Verint and NICE or to record calls directly through KnoahsARK.
	The ability to perform remote Score Appeals, Auditing, Calibrations for the quality evaluations completed by Knoah’s Quality team.
	Daily and targeted coaching delivered to individual agents across your entire enterprise.
	Speech analytics to support word/phrase spotting and process compliance efforts.
	Blended, custom scorecards that allow stack ranking of agents on multiple KPI’s including, QA, AHT, CSAT, FCR, and more…