Knoah Solutions - Innovative Award Winning Call Center Contact Outsourcing Services

Knoah’s award winning voice solution for contact centers blends highly trained agents with seasoned supervisors and proactive management to insure that your customers get the best possible resolution to their issue the first time they call. Combining this strong operational foundation with a scalable and redundant VOIP infrastructure and state of the art agent performance management technology (KnoahsARK) ensures long term success for your outsourced program.

Here is what you'll receive as a Knoah Voice client:

	Agents receive in depth and ongoing soft skills and accent neutralization training.
	Dedicated Quality Analysts frequently review and deliver targeted and individualized coaching to each agent on areas for improvement.
	Dedicated Subject Matter Experts (SME’s) that assist with escalations, training, and knowledge base development.
	Turnkey or integrated deployment of call handling and IVR implementation.

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

	100% Recording of all calls including screen captures.
	Live monitoring of agent calls in real time.
	Speech analytics to support word/phrase spotting and process compliance.
	Post call IVR survey support to measure CSAT and link it back to the recorded calls.
	Custom Dashboard access to dozens of real time and ad-hoc reports across all voice related operational metrics.
	The ability to perform real-time QA and calibration online with KnoahsARK. We can develop quality criteria for evaluations or use/modify existing forms.
	Blended, custom scorecards that allow stack ranking of agents on multiple KPI’s including, QA, AHT, CSAT, FCR, Conversion, etc.