Quality management

Quality in the Contact Center

We have the evaluation methodology and tools to ensure excellence and continuous improvement in the contact center’s service.

Having a Quality Model for continuous improvement, in addition to the people and tools necessary for its management, is a key factor in the success of operations at the Experience Factory.

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AI Assistant for the Contact Center Quality Area

QUALia is the Quality Service of ON Soluciones. It acts as a complete solution in which: we define the quality model to be applied to ensure that the Center generates memorable experiences for customers; our Generative AI-Based quality assistant (which is periodically calibrated) monitors conversations, evaluating compliance with the model and detailing the reason for each result, whether favorable or unfavorable; and we analyze the results, which are visible in a specific scorecard, and propose improvement actions based on the insights detected.

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Strategy:

Strategy to maximize Customer Experience

Review (diagnosis) or elaboration (TOM) of customer service in the Contact Center, integrating artificial intelligence as a key driver to creating a memorable Omnichannel experience.

AI Solutions

Discover how AI can improve your Contact Center

We transform your contact center with artificial intelligence, optimizing processes, improving customer service and boosting results.

People management

Employee experience para mejorar la Customer Experience

Through recruitment, organization and training, we put people at the center so that the employee is your first ambassador.

Quality management

Quality in the Contact Center

We have the evaluation methodology and tools to ensure excellence and continuous improvement in the service of your contact center.

Resource management

Contact Center optimization and efficiency

We make your Contact Center more efficient by improving workforce management, designing processes that avoid pain points and with an ideal knowledge management.

Technology

Technology for Contact Center transformation

We are at the forefront of technological solutions to evaluate, select and implement for you the one that best suits your contact center.

Information Management

Information is also power for the contact center

Data is the raw material to make informed decisions. We analyze that data and design a scorecard for your contact center.

Processes

Omnichannel contact center for consistent customer experience

Through the survey and reengineering of management and customer service processes, service time is reduced, which improves productivity and customer satisfaction.

Knowledge management

Contact Center optimization and efficiency

Customer service agents need information quickly in order to be able to provide the customer with an agile, uniform and consistent response through any of the customer service channels.

Supplier management

Contact Center optimization and efficiency

Choosing the right supplier in terms of experience, equipment and technology and a winning relationship model is a guarantee of providing memorable customer experiences.

Our methodology

The experience factory

Do you have the goal of providing a unique and memorable experience to your customers?

At ON Solutions we make it possible! From operations, we help you in the design or improvement of your experience factory.

Do you have questions? Talk to one of our experts

If you have any questions about which service is ideal for you or any other related question, you can contact us through any of the channels we provide.

91 078 62 60

info@onsoluciones.com

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Oriol Niño Asociados S.L.

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