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HOLISTIC PERFORMANCE IMPROVEMENT

TotalAssurance is Knoah’s award-winning specialized arm, focused on providing customized performance improvement solutions to better the customer experience while increasing revenue and decreasing costs.

Typical Results of Partnering with TotalAssurance

  • Increase in customer-facing feedback by at least 50%
  • Improvement in agent quality scores by 15% or more
  • Training time decreased by 15%
  • Overall company sales conversions rise by at least 8%

Nurture Your Customer Experience with TotalAssurance

Go beyond what third-party monitoring can offer. With TotalAssurance, you’ll receive a comprehensive and strategic solution, based on four pillars: transaction monitoring, customer-experience analysis, continued-improvement consulting, and custom software and tools.

Consider this:

  • 56% of customers didn’t return after a negative experience
  • 14% of companies give high priority to customer-focused activities
  • 8% of companies deliver an integrated customer experience
  • 5% of companies have just started reevaluating their care center procedures
Is your customer experience healthy? Here’s how TotalAssurance makes a difference:
Is your customer experience healthy? Here’s how TotalAssurance makes a difference:

CREATING SOLUTIONS

Knoah partners with you to create the best solution to fit your needs.

Our process is based on four phases:

Integrated 4-Phases Solution
1. Solution    Ideation
Solution Ideation
2. Solution Design
Solution Design
3. Solution Implementation
Solution Implementation
4. Continual Improvement
Continual Improvement

Meeting the Needs of Every Level of Your Organization

Featured Articles

CEO & Executive Team

Steve looks at the big picture, and most of the time that is the bottom line. But to understand what is affecting the bottom line, his team needs to provide reporting and analysis across all operational areas. Steve’s teams are reporting extremely low CSAT numbers.

Need:

  • Cloud-based QA/WFO tools to view KPIs
  • Remote self-service access to dashboards and reporting
  • Expert analysis of - CSAT/DSAT scores, Quality attribute trends, Effective communication channels

Pain Points:

Internal staff isn’t knowledgeable in CSAT/DSAT analysis and do not have the expertise to understand:
  • What is driving their numbers down
  • How to effectively change their approach

VP/SVP of Customer Experience

Sheila is the voice of the customer. Collaborating with marketing, sales and operations, she needs to benchmark who are her customers and what they want. She is responsible for the overall revenue of her program and the retention of her customers.

Need:

Data about her customers' telephone and online interactions, in-house monitoring, KPIs such as AHT, FCR, Transfer rates and CSAT survey results.

Questions sheila asks regarding her customers are:

  • Are they happy?
  • Are they returning?
  • Does the product/service match or exceed their expectations?
  • Do we fulfill a need or a want within our industry?

Pain Points:

  • No insight on Product, Process, or Support improvement opportunity

Director of Customer Service

Sarah oversees the delicate balance of coordinating between the client’s needs and direction and vision of her company’s executive management. Sarah’s main focus is overall performance and ensuring that her client’s customers’ first impression represents the company’s mission and exceeds the customers’ expectations. This requires a mix of tools, software, processes and dedicated, well-trained employees.

Need:

  • Consistent and timely training on product releases
  • Self-help tools to manage daily KPIs
  • Ability to identify emerging trends
  • Coaching, monitoring and feedback processes

Pain Points:

Employees do not have a deep understanding of the systems they are using and lack training on new products creating extreme inefficiencies in call handling, documentation, which leads to poor customer support.

Director of Call Center Quality

Susan has the challenge of objectivity. She is required to view her call center from an outside perspective. Bogged down by manual evaluations and overwhelming amounts of data, she is unable to spend time coaching and training her team to ensure all SLAs are met.

Need:

Structured processes, integrated system to generate reports on:
  • Voice of the customer (VOC)
  • Call-in rate analysis
  • CSAT/DSAT

Pain Points:

  • Limited resources to implement a fully developed quality strategy
  • Multiple quality systems/reporting platforms
  • Tracking data through spreadsheets

Call Center Manager

Eric is all about details. He is expected to develop a team that is self-sufficient and meets expectations for all required SLAs. Eric's supervisors are inconsistent with coaching, monitoring, providing feedback and training due to juggling agent scheduling, H.R. items and assisting with escalated calls.

Need:

  • Create an environment where supervisors and agents can become self-sufficient
  • Access to one system that can assist with daily coaching, scheduling and training
  • Dashboards and reports to view agent and team stats

Pain Points:

Front line associates frustrated with lack of feedback and inconsistency of the existing QA process.

TotalAssurance Delivers

SITES

Monitored for a single client

MILLION

Transactions monitored every year

LANGUAGES

Supported by TotalAssurance QAs

DELIVERY LOCATIONS

USA, India (2), Honduras

TotalAssurance solution process

discovery

Discovery

Our team begins with an initial assessment of a company’s current operations. Every stakeholder meets with the implementation team and voices his or her needs and concerns. The current strategies are evaluated using industry-specific metrics and onsite evaluations. The data collected from early observations should note problematic trends or holes in service.

quality-management

Process Improvement

Throughout the process, our team ensures every employee is satisfied with the performance of the new system. Daily performance is checked against quality guidelines to ensure the team has been calibrated correctly and that every team member is delivering consistent and efficient results. If metrics start to move in a negative direction, quick feedback and training updates can curb behaviors before they develop into bad habits.

determine-scope

Determine Scope

Every company is different, and Knoah designs strategies based around a business’s specific demands. Early evaluations determine whether the TotalAssurance process must focus on transaction type, language needs, systems, staffing or training. Some companies may want to adopt new channels for service, while others may have to restructure their hiring processes.

reporting-analysis

Reporting & Analysis

Knoah’s comprehensive infrastructure and access to a wide range of CRM and knowledge management software products enable 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.

implementation

Implementation

Knoah has IT professionals who will help install the KnoahsARK software suite into the client company’s infrastructure. We also offer professionally trained recruiters, trainers and analysts who can implement new processes and coach front-line staff.

Working with the Knoah team, a client can quickly develop and adopt new procedures, create an integrated software system, learn which metrics are most important for success and train frontline employees on consistent, self-sufficient daily performance

advanced-capabilities

Provisioning

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.

What our clients are saying about TotalAssurance

  • Knoah can evaluate calls and give us honest   and accurate feedback on how well the agents are following the call flow.”

  • What brought me to Knoah was that it felt so   much like our organization. I knew it would be an extension of our company.”

  • “They work very close with us on our goals and our strategic plan, to make sure that we meet   our expectations.”

  • “Knoah is able to help support my brand and help provide a quality experience.”

  • “They are responsive. We have weekly conversations with them, and if we decide to make a change to something, they’ll make that change immediately.”

  • “Knoah is a fantastic choice. They are hands on; they are intuitive; they are responsive; they are honest.”

Managing performance improvement with cutting-edge technology

Knoah deploys one of the deepest and most comprehensive performance improvement processes in the industry. Our process is broken up into distinct functions, which are managed through our award-winning, proprietary software, KnoahsARK.

Delivering Results

Case Study on Quality and Performance Improvement

  • Built a bilingual team of agents in India and U.S.
  • 50% increase in consistency of providing feedback to over 95% customer-facing agents
  • QA scores were over 93% calibrated
  • Non-compliance of process behavior outliers were reduced by over 22% within 90 days
  • Full cloud-based QA/WFO tool deployed
  • 200+ supervisors, managers and executives have cloud-based access to feedback and daily dashboard reports
  • 5% of quality team focus on outlier management and special projects

Click here to download the case study

Interested in a complimentary TotalAssurance offering?