Select Page
WATCH NOW

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.

Transaction Monitoring
Transaction Monitoring
Customer-Experience Analysis
Customer-Experience Analysis
Continued-Improvement Consulting
Continued-Improvement Consulting
Tools and Infrastructure
Tools and Infrastructure
Social Media Monitoring
Social Media Monitoring

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:

OUR METHOD: CREATING SOLUTIONS

Our Method: Creating Solutions

Knoah takes a consultative approach to discovering and uncovering factors that are affecting the quality of your customer interactions.

Our process is based on four phases:

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

Meeting the Needs of Every Level of Your Organization

[testimonialslider id='2′]

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

Quality Management

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 TotalAssure QA 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

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.

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
ACHIEVE THE RESULTS YOU’RE LOOKING FOR

Thank you for contacting us. Our team will reach out to you soon.

The document is downloaded at your default folder for Downloads. Email with a download link is also sent to your registered e-mail id.