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RightENGAGE Framework

As an extension of your brand, Knoah provides flexible, innovative and creative solutions to meet your needs and your customers’ expectations.

Whether it’s through voice, chat, email or social media, our RightENGAGE framework allows you to tailor the right blend of channels with the right people, right processes, right technology and right delivery locations to engage with your customers at a price point that fits your KPI goals and budgetary requirements.
How We Engage With You
Right People
Right Technology
We invest in our own technology innovations, third party tools and security certifications to deliver on and enhance your customers’ experience
Right Processes
Right Channels
Right Locations
We’re not just a vendor for outsourcing services – we’re a committed partner. We believe the best way to make our clients happy is to tailor our services around their unique business and needs, and provide them with the solutions that quickly deliver exceptional results. While many BPO providers say “no way” to flexible, dynamic partnerships, we contrast that with the “Knoah way”. We make it a point to be easy to do business with not just at the beginning of the relationship but years down the road.
Our Partnership Engagement Model
Consultative Review

Business Process Expertise / Discovery


We will constantly try to exceed your expectations, but we can’t do that without your goals and objectives on how you believe your care center should operate. Our partnership starts with an open exchange at all levels: Hiring, Training, Scheduling, Technology, Reporting and Floor Operations. At this meeting, your team states what they want and need from our team. Knoah takes the opportunity to get an in-depth understanding of your culture, vision, objectives and requirements, and build a detailed initial plan around them.


Solution Aligned to VOC & VOB


We will not only align a solution to meet the needs of your customers, we will also design a strategy to meet the needs of your business over the longer term. Our initial consultation meetings lead to software, outsourcing and training solutions designed specifically for your program. We help you to define, map and analyze your organization’s existing business processes, allowing us to identify areas of need and improvement. We then outline a plan that takes into consideration the right processes and the right blend of channels to enhance your customers’ experience. Many of our engagements start with pilots that help us jointly develop a concrete approach to a new channel or delivery model with low risk before proving out ROI and moving to a larger production model.

HOW WE ENGAGE WITH YOUR CUSTOMER

Understanding how your customers want to communicate with you and catering to those needs is more critical today than ever in this highly competitive, global business environment.

We call our customer engagement solution RightENGAGE because we use the communication tools and strategies right for your customers in the way they want to communicate with you. By providing that flexibility, we build a strong relationship with your customers in ways that make them want to come back for service, rather than dread it. Because we offer the full spectrum of customer-facing services in multiple languages, you can choose the right channel or blend of channels to engage with your customers.
  • Traditional Engagement Channels

  • Digital Engagement Channels

Voice Support
Traditional Engagement Channels

Voice: Your customers need an option to hear a friendly, knowledgeable voice. Knoah personalizes your customers’ experiences by giving them the ability to talk to an agent that is highly skilled at listening to their needs, determining the right solution and communicating that solution to the customer at the right level of detail to match their abilities. Knoah’s voice solution combines our strong operational foundation and our award-winning, quality processes to give your customer that personal touch they’re looking for while providing them with best possible resolution to their issue the first time they call. Our VOIP infrastructure and our innovative, cloud-based workforce optimization technology, KnoahsARK, ensures agents are always at their best, thus ensuring long term partnership success.

Our voice interactions are evaluated by dedicated Quality Analysts that are highly calibrated and knowledgeable on the programs they support. Agents receive individual coaching,

and we track those metrics to demonstrate improvement over time. Since we believe in the transparency of our operations, you can always login from our online portal to listen to call recordings, view analytic reports and observe agents in real-time.

Key characteristics of our voice offering include:

  • Solutions – we use voice associates to provide customer care, revenue generation, consumer retention and paid technical support;
  • Multifaceted functionality – our voice offering can support multiple touch points, including call queuing, 800 services, IVR, call recording, reporting and post-call surveys;
  • Modernity – our voice infrastructure is based on VOIP infrastructure, which is scalable and redundant, and;
  • KnoahsARK compatible – Knoah’s voice offering is fully integrated within the KnoahsARK platform, providing clients with access to its workforce optimization capabilities.
Chat
Traditional Engagement Channels

Chat: Knoah is a chat pioneer. We were one of the first companies offering chat solutions within the contact center industry, since 2002. We have helped develop many of the current best practices in the industry, and launched the chat operations of several Fortune 500 organizations.

Our live chat solutions give your customers the ability to receive the immediate help they need online, alleviating them from frustration and abandoning your website to pick up the phone or send an email.

Proactive chat allows our agents to provide assistance when the system notices a customer is having trouble.

Our co-browsing and remote access options even allow our agents to guide your customers by adding cutting-edge browser sharing functionality to the live chat experience.

Knoah offers its clients a chat solution which is based on three distinct, yet complimentary areas of knowledge. These include:

  • Deployment expertise – the point at which new clients meet with our chat experts, who help collaboratively draw out a roadmap for designing and implementing a robust platform strategy that responds to the needs of each consumer using this channel.
  • Operational expertise – this involves delivering regular front-line service to the client’s chat program at the highest possible standard.
  • Analytics / reporting expertise – we go the extra mile for our clients that use our chat services by applying our analytics capabilities to these programs. We actively scan through millions of chat sessions to flesh out trends / patterns related to products, policies, keywords or any other data points that can provide greater insight for our clients. Additionally, our chat quality monitoring is second to none, using KnoahsArk as a means of identifying areas of concern at the earliest stages.
Digital Engagement

In today’s fast-paced world, customers want quick answers to their questions and their problems solved. They are more engaged than ever before and they challenge the way we communicate with them. Moreover, the methods in which they communicate change frequently. So how do you keep up with this demand?

Digital Engagement Hub

The digital age has changed the way we communicate. Let’s face it, people prefer to use non-voice methods of communication today. The virtual world is no longer just one-way communication. Companies have to be ready to respond.

Never Miss A Beat

Knoah’s digital engagement hub allows you to customize how your customers engage with you by blending multiple digital channels including Automated Self-Service, Chat, Social Media, Facebook Messenger, SMS, and In-App Messaging with traditional channels such as Voice and Email.

Automated Self-Service

Reduce support volumes and lower costs by helping your customers find answers to simple questions through an Automated Self-Service virtual agent. Your customers are able to interact using natural language with a virtual agent which pulls data from your knowledge base. The virtual agent is always available even when your live agents aren’t. And they’re even able to predict what they may need.

Let Your Customers Choose

If your customers cannot find what they are looking for, they are able to bypass the virtual agent and seamlessly initiate a conversation through their preferred channel when they need advanced help. Their virtual conversation is then passed to the live agent.

  • Live Chat

    Live Chat gives your customer the immediate engagement they are looking for. Using this method allows your customers to have real-time conversations with a live agent when they need it.

  • SMS Texting

    SMS Texting provides your customers with a way to contact you whenever and wherever they are. After all, texting is the preferred method of communication among most people today. Your text-enabled phone number gives them the flexibility to send you a text directly from their mobile phone.

  • In-App Messaging

    In-App Messaging routes your customers’ messages directly to an agent from your own app. There’s no need for your customers to leave the app to find the answers they’re looking for.

  • Voice

    Voice support gives your customers and agents the ability to transfer their digital interaction to a phone call when needed. The receiving phone agent will have access to view the entire digital conversation, alleviating the need for the customer to start over.

How We Engage With Our People

Our people are passionate about what they do and it shows through the way they interact with your customers and each other.

Knoah encourages our people to reach their highest potential by providing them with relevant training, challenging them to excel beyond what they think they can achieve, and recognizing and rewarding them for job well done. We take pride in the fact they consider Knoah as part of their family.
Engage With People
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Innovative Technology, Integrated Reporting and Customer Analytics

We invest in our own technology innovations, third-party tools, state-of-the-art infrastructure, and security certifications to deliver on and enhance our customers’ experience. We have always been early adopters of technology with flexibility and transparency at the core of our technology approach.

Early on, we built our own workforce optimization and quality management software that helped us in delivering extra value to clients by providing complete access to our service delivery chain. The software has also provided strategic analysis, based on our insights into their customers’ feedback that has helped our clients improve their products and services. Our newest proprietary software, KnoahsARK 360, is an award-winning product, and our chat analytics tool, coupled with artificial intelligence (AI) enabled ChatHelper, is delivering great value in achieving exceptional results.

Key Components Of Our Technology Set Up
Reporting and Analytics
IT Infrastructure
Security
IT Services

Global Delivery Centers

Knoah Solutions’ wide range of outsourcing services combined with the flexibility of choosing onshore, offshore, nearshore or a combination of locations provides a powerful and flexible value proposition to our clients.

Our right shoring model allows us to customize your solution by offering your customers around the clock support, highly trained staff and multilingual support at lower costs, allowing us to scale our capabilities as your needs change.

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Onshore

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Offshore

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Nearshore

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Onshore - Las Vegas
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Knoah’s onshore facility is located in Las Vegas, Nevada. It is centrally located near McCarran Airport and world class amenities for visitors. Las Vegas is home to a wealth of call center experienced personnel as well as access to UNLV Graduates.
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Offshore - Hyderabad & Pune
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The princely city of Hyderabad has been a commercial hub since 1591 AD. It presents fascinating panorama of the past, with rich cultural heritage and myriad traditions complemented by world class technology & infrastructure making it the most preferred destination for investors and business. Our Hyderabad facility is located within Hi-Tech City. Hyderabad has an IT Employee base of 250K, with around 700K people supporting this industry Hi-Tech City is a special IT/ITES corridor which was created to ensure safety and secured environment for business investors.
Our Pune facility is situated in what has become the Silicon Valley of India. Both locations offer a large population of highly educated people, well-developed technology and core services infrastructure at lower costs for staff and facilities than other Indian cities.
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Nearshore - Honduras
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Our nearshore facility is located in Tegucigalpa, Honduras Tegucigalpa is Honduras' largest and most populous city as well as the nation's political and administrative center. Tegucigalpa serves as the national education center, hosting most of the universities and higher education institutions in the country, including the country's most important public university, the National Autonomous University of Honduras. This Central American city is known for its highly educated and accent neutral, bilingual English and Spanish speaking workforce. It’s the largest English speaking population in the region.
Flexible Delivery Models

Flexibility is key differentiator in Knoah’s approach to supporting our clients.

We have clients with ten to hundreds of agents supporting programs with a single focus in one service area to multiple service areas across multiple locations and vendors.  All of them receive the benefit of our flexible management approach. This flexibility extends to our ability to successfully support different delivery models regardless of client size.

Turnkey Delivery:

Knoah’s comprehensive infrastructure and access to a wide range of CRM and knowledge management software products enables us to deliver end-to-end solutions to you. We can take care of provisioning Telco circuits, setting up IVR trees, procuring and configuring CRM software, and providing any custom application integration or reporting work that would be required to support any of your needs, and can be delivered within a single service or across multiple services as required.

Multi-Vendor Delivery:

Knoah can be a tremendous asset for you if you use a multi-vendor strategy. We are a provider that produces outstanding results and are often the benchmark that drives the other partners to achieve improved performance overall. Our flexibility, openness and proactive management style enable us to support experimental efforts and changes in requirements that larger partners avoid due to contractual issues or rigid management approaches. We love to compete, and thrive in an environment where high performance drives opportunities for growth.

Blended Delivery:

If you’re looking for a delivery model that ensures an optimal mix of cost savings, knowledge preservation and escalation support, consider using a blended delivery model. This approach allows you to allocate a portion of your customer engagement business to Knoah, while you retain the other portion within your in-house team. To ensure a successful integration of service delivery, we make KnoahsARK 360 available to your team to help create a comprehensive view of your entire operation. We can configure our voice environment to accept a portion of calls as dictated by the client’s IVR or we can host the IVR and distribute calls back to your in-house team, similar to the turnkey approach.

Multi-Language Delivery:

Knoah provides competitive pricing for European language support including: Spanish, French, German, Italian, Portuguese and Dutch. This work is accomplished through our own onshore, offshore and nearshore locations as well as a partnering relationship with a multi-language firm with a similar customer support experience and philosophy to Knoah’s. We are able to link call handling through our U.S.-based VOIP platform and record/monitor and evaluate the calls handled through KnoahsARK.

5 Differentiating Strengths

We'reFlexible

We'reFlexible

Not an Out-of-Box Solution

Our key differentiator is the mix of the flexibility, performance and agility of a small company, with the capability and competency of a large company, without the red-tape. Our focus on customer experience quality with much lower than average cost/pricing really sets us apart. No other vendor can provide the combination of expertise, flexibility, functionality and cost savings that Knoah provides for its clients.

WeCommunicate

WeCommunicate

with Our Clients & with Their Customers

We've helped clients maintain year-over-year J.D. Power & Associates Call Center Recognition for Outstanding Customer Service Experience

WeAnalyze

WeAnalyze

Proactive & Transparent

Knoah takes a 360 degree approach towards each of our client's customer engagements, providing “deep dive” analysis to determine customer satisfaction. We take a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions

We'reInnovative

We'reInnovative

Knoah continues to invest in its own innovative software suite (KnoahsARK™) to improve its management and operational efficiencies, making the company more flexible and less dependent on other vendor products for maintaining and improving customer service.

WeDeliver

WeDeliver

We simplify and Solve

Knoah's agility and experience allows us to provide our clients sustainable results:


  • Within 80 Days, Knoah surpassed our Wireless Manufacturing client's incumbent vendor's KPI performance at a cost that was 25% Lower thereby delivering greater value for the client

  • After partnering with Knoah to enhance its customer base and achieve high sales, Our Travel Industry client was able to attain high customer satisfaction on post contact surveys of over 94%

QUALITY MANAGEMENT

At Knoah, we know that customer satisfaction and quality require more than just hiring and training the best and the brightest:


They require seamless communication tools, ongoing quality improvement initiatives, and a host of other important services that ensure that your customers are receiving the world-class service and responsiveness they deserve.


Knoah's Quality assurance objectives are clear and consistent-identifying the details of each and every agent transaction. Knoah uses comprehensive data to drive our transaction assessments. Our recording and monitoring platform allows us to identify customer satisfaction issues, provide feedback on every aspect of any troublesome transaction, and react appropriately in near real-time. Our quality processes and procedures give us the whole picture of a transaction–not just a portion–and give us a stronger ability to measure customer satisfaction survey results. Armed with our quality measurements, we can provide a much quicker timeframe for issue resolution than that of our competitors.


To accomplish our quality assurance objectives, our detailed process includes:




  • Dedicated full-time quality assurance analysts

  • Custom quality metrics aligned with client goals and objectives.

  • Quality scores recorded and reported using our proprietary software, KnoahsARK™

  • Live monitoring, recorded calls, results and reports are all made available to our Knoah management teams & you through a cloud-based, online portal, 24/7/360.

  • KnoahsARK™ quality assurance tool is comprehensive and enables Knoah to evaluate voice, chat, email, social media , & back office transactions in detail so that we can better respond to the needs of your customers.


Internal Communication:


Knoah agents receive daily feedback from team leads, as well as participate in weekly feedback forums that discuss the trends and processes in the industry.


External Communication:


Calibration sessions are carried out between the Knoah quality team and our clients' quality team or representative to ensure each and every quality guideline laid out has been addressed.

REPORTING

Knoah provides its clients with a number of reports including:




  • Incoming Volume

  • Agent Volume

  • Queue Productivity (turnaround)

  • Abandonment

  • Volume Patterns (by the hour/ day and by agent)

  • Top Issues Observed in the center

  • Traffic patterns vs. Staffing Pattern



For Voice Transactions, Knoah provides ACD reporting, which includes:




  • Volume reports: Offered, Answered, Abandoned, AHT, ABD %, Service Level and ASA.

  • Agent reports: Calls Answered, AHT, Hold Time and other individual agent metrics.



Knoah's proprietary system, KnoahsARK™, provides a number of operational measurements by capturing and monitoring, and providing feedback to our agents servicing customer support requests. Knoah utilizes a dedicated reporting team that data mines all available reports for trending analysis in all operational areas. Some of these operational reports include:




  • Quality Assurance – measured and reported in daily, weekly, and monthly increments

  • Forecast Accuracy

  • Volume Trends

  • Handle and/or Processing Time


Knoah will make the above reporting available on a daily, weekly, and monthly basis as part of our standard reports package. We will also provide ad-hoc reports as necessary. During implementation, reporting needs and timing will be determined in detail. Information that we collect locally on quality or other productivity metrics is made available to clients via direct, secure access to Knoah's reporting servers, or via regular email of files.

CONTINUOUS IMPROVEMENT

At Knoah we strive for continuous improvement of all key metrics and understand that target goals may change as the project matures. We periodically look for opportunities to raise the targets and deliver higher value to our customers. Our analysis and focus on agent coaching ensure that continual learning is encouraged at Knoah.

IT Infrastructure

Knoah recognizes that a robust technology infrastructure is a key element in delivering world class, 24/7 customer support.

Knoah’s Data Network Infrastructure Knoah’s Agents are supported by a redundant data network that allows them to access information on our client’s systems securely and reliably. Our redundant shared fiber networks with VPNs deliver data/application access cost effectively and securely. Knoah’s global corporate security program extends to all our facilities. Our information security program defines policies and controls across all entities and ensures they are in compliance with an ISO 27001:2013 control framework; undergoing various audits throughout the year to confirm continued alignment with controls established.

  • Audits are
    conducted by:

    External Security Audit Firms
    Various Clients/Partners
    Knoah's Internal security Team

  • Knoah's industry
    certifications and
    compliance practices include:

    ISO 27001:2013
    Payment Card Industry (PCI) 3.2
    HIPAA

  • General Security
    • Resources on client's environment
    • Access controls on system
    • Log retention
    • Periodic Security Refreshers & audits
    • Printers & Shredders
  • Knoah Solutions Data Network Infrastructure
  • Network Security
    • Logically/Physically segregated Networks
    • No wireless access points
    • Restricted internet, e-mail & VPN access
  • Physical Security
    • CCTV Cameras
    • Electronic card key with Badge
    • Auditable logs
    • Restricted Entry
    • Physically segregated work space

Knoah’s engagement solutions let you be great at what you do.

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