Digital Transformation

Automated Quality Assurance: Maximizing Efficiency in Customer Service Operations

Quality assurance is a crucial process for any business that wants to improve their customer service operations. In the case of Contact Centers and customer service teams, quality assurance helps to ensure that customer satisfaction and employee engagement remain high.

Through quality assurance, customer service managers can evaluate the performance of their Customer Relationship Executives (CREs) and provide timely feedback to help them improve their skills. This not only helps to boost the effectiveness of CREs but also improves department productivity. In addition to improving customer service, quality assurance also helps businesses comply with policies and procedures.

Automated Quality Assurance software takes quality assurance to the next level by reducing the manual effort required to perform evaluations and focusing on key parameters that impact the business. This helps ensure that businesses can maintain a high level of quality in their customer service operations while freeing up time and resources for other important tasks.

Our Automated Quality Assurance Software helps you:

• Boost CRE effectiveness.
• Ensure customer satisfaction and reduce churn.
• Comply with Policy and Procedures.
• Switch focus from manual QA efforts to key parameters impacting business.
• Track sentiment.
• 100% analysis of calls/chat.
• Proactively reach out to detractors.

Drive Insights and Make Data-Driven Decisions with Our Quality Management System

Quality is a key component of customer satisfaction. That’s why we’ve developed a comprehensive quality management process that ensures customer interactions meet a defined quality standard within all channels and across all associates. Here are some of the key features:

• Customizable Forms: Our intuitive and user-friendly interface streamlines the quality management process. With multi-channel support including voice, email, webchat, SMS, etc., you can easily customize forms to meet your specific needs.
• Dispute Management: We believe that every associate should have the opportunity to acknowledge and raise a dispute for every evaluation. Our process triggers a workflow for intervention as per the defined process, ensuring fairness and transparency.
• Good call/bad call repository: Our repository is a valuable resource for training new associates. It helps establish expectations and provides guidance on proper call conduct. This tool is effective in pinpointing areas for improvement and ensuring that all associates meet your quality standards.
• Dashboard: Our dashboard allows you to export reports in either .CSV or .XLS formats for easy access and drive insights on overall quality of the process in-scope. This feature enables you to monitor the quality of your interactions in real-time and make data-driven decisions.

With our quality management process, you can expect enhanced efficiency, a focus on CSAT/NPS, and improved performance management. We’re excited to help you achieve your quality goals and provide a better customer experience. Contact us today to find out more.

Efficiently Manage Customer Interactions with Our Cloud-Based CRM Tool

At One Point One, we offer a comprehensive CRM tool that allows you to keep track of customer information and log all customer interactions across all communication channels. Here are the key features of our CRM tool:

• Completely Customizable: Our CRM tool is highly customizable to fit your business needs and can easily scale as your business grows.
• Disposition Tracking: Call dispositions provide valuable data for operations and offer insights into call outcomes and next steps. Our CRM tool includes disposition tracking to diagnose areas of improvement and give your team visibility inside the composition of the call.
• Workflow: Workflows can be triggered based on specific conditions or started manually by users. Our CRM tool offers the ability to create workflows using out-of-the-box functionalities, streamlining processes and increasing efficiency.
• Dashboards: Our CRM dashboards are visual, intuitive, and customizable to your team’s needs and preferences. Because it’s cloud-based, your entire workforce, no matter how remote, can access the same information updated in real-time.
• Omnichannel functionality – The purpose of omnichannel is to create an interconnected experience, providing customers with seamless service, regardless of whether they are using email, social media, Phone, or even in-person channels. Omnichannel integrates available customer service channels to provide continuity and connectivity across communication channel.

In addition, our CRM tool provides real-time insights, enhances efficiency, and delivers trustworthy reporting to help your business stay ahead of the competition.

RPA Technology: Faster, Easier, and More Accurate Workflows

RPA is a technology that helps you automate repetitive and rule-based tasks that utilise digital data. It can make your work faster, easier and more accurate by taking over or supporting tasks like filling forms, updating records, moving data and creating reports. RPA also lets you keep your existing legacy systems and processes without changing them.

At One Point One, we offer three types of RPA solutions:

• Assisted automation: This is when a human worker triggers or guides the automation process. It is useful for tasks that need human judgment or interaction.
• Unassisted automation: This is when the automation process runs independently without human intervention. It is useful for tasks that are predictable and standardized.
• Hybrid RPA: This is when both human workers and automation processes work together to complete a task. It is useful for tasks that need both human skills and automation efficiency.

We can help you choose the best type of RPA for your business needs and goals. Contact us today to find out more.

Automate Routine Queries and Save Costs with Our Two-Way Communication Platform

At One Point One, we offer a comprehensive two-way communication platform that enables businesses to communicate with their customers seamlessly and efficiently.

Our platform enables businesses to send and receive messages in real-time across various channels such as SMS, WhatsApp, Twitter, FB Messenger, Telegram, etc. This ensures that customers can get in touch with the business through their preferred channel, leading to higher satisfaction levels and improved retention.

One of the key benefits of our two-way communication platform is that it allows businesses to reduce their operational costs. By automating responses to frequently asked questions and assigning conversations to bots or team members, businesses can streamline their customer service operations and improve their overall efficiency.

Moreover, our platform allows businesses to track customer sentiment and analyse conversations to gain valuable insights into their needs and preferences. This helps businesses tailor their offerings and communication strategies to better meet their customers’ needs and preferences, leading to higher engagement levels and increased loyalty.

Customizable and Cost-Effective Contact Centers

At One Point One, we can help you set up a contact center that suits your needs and budget. Whether you want to reach out to customers, handle incoming calls, or provide support services, we can help you find the best solution. We work with you to understand your goals, challenges, and expectations. Then we help you choose the right type of contact center for your business. We can help you set up:

• Inbound Contact Center
• Outbound Contact Center
• Manual Dialling
• Preview Dialling
• Predictive Dialling

To communicate effectively with your customers, the various channels of interaction need to be identified. Some of these channels include:

• Voice Channels
• Webchat
• Click to call support.
• SMS
• Social Media Interaction
• IVR: Interactive Voice Response
• Email
• Co-Browsing
• Video

We make setting up a contact center easy and hassle-free. Contact us today and let us help you create a future-ready contact center that delivers results.

Effortlessly Extract and Analyse Data with Our Digital Extraction Suite

In today’s analytically driven world, the volume of unstructured and semi-structured data has increased dramatically, making data extraction more important than ever. Our services enable companies to automatically pull data from various sources and make it meaningful.

Data extraction helps businesses in several ways. It provides a way to access data that is stored in a variety of formats, making it easier to access important information. Additionally, structured data can be processed and analysed more accurately than other types of data since it is machine-readable. By using our digital extraction suite, we help companies to:

• Easily access data.
• Improve accuracy in data analysis and decision-making.
• Increase productivity by automating processes.
• Enhance customer service by better understanding customer behaviour and preferences.
• Make informed decisions based on valuable insights into trends and market conditions.
• Improve their competitive position by staying ahead of the curve and anticipating customer needs.

At One Point One, we help our clients access data easily and efficiently, allowing them to stay ahead of the competition. Contact us today to see how we can help your company stay ahead of the curve.

Improve Your Workflow Using Our Efficient Email Management Tool

We understand that managing emails can be overwhelming and time-consuming, especially when dealing with a high volume of messages. That’s why we’ve developed features like collision detection, saved replies, automated workflows, and reporting to help you streamline your inbox and improve productivity.

• With collision detection, you’ll never have to worry about multiple team members replying to the same conversation, saving time, and reducing the risk of confusion.
• Saved replies allow you to respond to emails with pre-written templates that can be personalized as required, saving even more time, and increasing consistency in your messaging.
• Automated workflows take things a step further by automating the process of tagging emails and assigning conversations to different team members based on specific conditions. This means less manual work for your team and increased efficiency in handling email communication.
• Our reporting feature provides you with valuable data insights, allowing you to analyze and understand email trends and patterns across your entire company. This information can help you make informed decisions and improve performance in every aspect of your business.

Overall, our email management tool delivers better inbox management, lower turnaround time, and trustworthy reporting. Let us help you take control of your email communication and achieve greater efficiency and productivity for your team.

Efficiently Manage Information with Our Comprehensive Knowledge Tool

The Knowledge Management System is a powerful tool that allows you to create a comprehensive online knowledge base for both clients and employees. With our tool you receive the following benefits:

• This tool is completely customizable, allowing you to create how-to guides, tutorials, reference documents, and more. You can even build FAQ pages and SOPs like employee handbooks or sales/marketing playbooks that require frequent updates.
• Our tool can hold any type of media, making it easy to insource PPT, PDF, MP3, WAV, video, JPG, PNG, and other formats.
• The Boolean search feature allows you to conduct a search using five different elements, making it easier to locate the required files.
• With the online knowledge test feature, you can create easy-to-use tests and questionnaires to assess the efficacy of trainings and refreshers conducted on the operations flow.
• Some of the other benefits of using this tool include reduced learning curves, instant access to information, and paperless environments.

One Survey: The Ultimate Tool for Measuring Customer Satisfaction and Loyalty

Data is a critical aspect of running an effective operation and delivering exceptional customer experiences. As per a survey conducted by Gartner, almost 80% of growth organizations use customer surveys to collect customer experience data. In this regard, One Survey is an essential tool that helps you collect and analyse customer feedback to make informed business decisions.

Benefits of using One Survey:

• Customizable Questions: One Survey enables you to create and customize surveys to your specific business needs. This means you can tailor your questions to gather feedback on everything from new products and marketing campaigns to customer satisfaction levels.
• Comprehensive Data: With One Survey, you can gather, report, and archive response data, providing a comprehensive overview of customer feedback. This data can be used to identify areas for improvement, track progress, and develop strategies that drive business growth.
• Shareable and Distributable Data: One Survey’s data is captured in a shareable and distributable format, making it easy to collaborate with your team and stakeholders. This ensures that everyone is up to date on customer feedback and that you can align your policies and procedures with your customers’ preferences.
• Improved Customer Satisfaction: By capturing survey feedback, you can identify and close the loop with customers who are dissatisfied. This helps you to address any concerns they may have, which can lead to improved customer satisfaction and loyalty.
• Aligned Policies and Procedures: One Survey data can also be used to align your policies and procedures with your customers’ preferences. By understanding what your customers want and need, you can develop policies and procedures that are better suited to their needs, leading to satisfied customers and improved business performance.

In summary, One Survey is a vital tool that can help you collect and analyse customer feedback, enabling you to make informed business decisions that improve customer satisfaction, loyalty, and business growth.

Improve Your Competitive Position with Social Media Analytics

At One Point One, we understand the importance of data extraction and analysis, which is why we offer our clients comprehensive social media analytics services. Our services enable companies to automatically extract and analyse data from various social media platforms, providing them with valuable insights into customer behaviour, preferences, and trends.

Social media analytics can help businesses improve their accuracy, productivity, and customer service, as well as automate processes and make informed decisions. Our objective is to help our clients access data easily and efficiently, allowing them to improve their competitive position and stay ahead of the curve.

Here are some of the key benefits of our social media analytics services:

• Easy access to data from various social media platforms.
• Improved accuracy in data analysis and decision-making.
• Increased productivity through automation of processes.
• Enhanced customer service through improved understanding of customer behaviour and preferences.
• Informed decision-making through valuable insights into trends and market conditions.
• Improved competitive position by staying ahead of the curve and anticipating customer needs.

In conclusion, social media analytics is a powerful tool that can help businesses stay ahead of the curve and make informed decisions based on valuable insights into customer behaviour and trends. At One Point One, we are committed to providing our clients with comprehensive social media analytics services that enable them to access data easily and efficiently and make informed decisions to improve their competitive position and stay ahead of the competition.

Optimize Manual Processes and Improve Policy Management with Work Force Management

Managing employee time and attendance can be a daunting task for any organization, but with our Work Force Management tool, you can streamline the process and improve overall efficiency. Our tool offers a range of features such as:

• Extract Transform Load: Streamline data collection, storage, and processing with our Extract Transform Load (ETL) tool.
• Alert Management: Receive real-time notifications on key metrics to stay on top of any issues or opportunities.
• Performance Dashboards: Easily track and analyse performance metrics with customizable dashboards.
• Real-time Queue Management: Keep track of customer wait times in real-time.
• Intelligent Rostering: Optimize scheduling with automated, intelligent rostering.
• ML-Based Shift Scheduler: Use machine learning to automatically generate shift schedules that meet business needs and employee preferences.
• What-If-Based Capacity Planning: Plan for unique scenarios and make informed decisions based on predicted capacity needs.
• Auto-ML-Based Forecasting: Use automated machine learning to forecast future demand and staffing needs.

Value delivered:

• Strategic Direction: Align your workforce strategy with your business goals for maximum impact.
• Manage and Perform: Keep track of employee performance and manage any issues or gaps.
• Optimize and Improve: Continuously improve your workforce processes and performance to stay ahead of the curve.

Safeguard Your Business with Zero Trust Security

Security is a top priority for any business that handles sensitive data and processes. However, traditional security models are no longer enough to protect against the evolving threats and challenges of today’s digital world. That’s why we at One Point One have adopted a zero-trust approach to our business process management (BPM) environment.

Zero trust is a security model that assumes that all devices, users, and networks are untrusted, and access to resources should be granted only after proper authentication and authorization. This way, we can prevent unauthorized access and reduce the risk of data breaches.

To implement zero trust in a BPM environment, we use the following best practices:

• Strong Authentication: We require multi-factor authentication for all users accessing our BPM system, including our employees, partners, and vendors. This ensures that only authorized users can access our system and data.
• Least Privilege Access: We limit access to resources and data to only those who need it to perform their job functions. This minimizes the exposure of sensitive data and reduces the risk of potential data breaches.
• Continuous Monitoring: We monitor all activity within our BPM system in real-time to detect potential security threats or anomalies. We also use automated alerts and responses to quickly address any issues that arise.
• Encryption: We use encryption to protect sensitive data and ensure that it is secure when stored or transmitted. We also use encryption keys that are regularly rotated and managed securely.
• Micro-segmentation: We segment our BPM environment into smaller, isolated networks, making it more difficult for attackers to move laterally within our network. We also use firewalls and other security controls to restrict traffic between segments.
• Zero-trust networking: We use a zero-trust networking approach to secure communication between applications and services within our BPM environment. This helps to prevent lateral movement of threats across our network and ensure that only authorized connections are allowed.

By implementing these measures in our BPM environment, we have improved our security posture significantly and better protected our sensitive data and processes. We believe that zero trust is the future of security and we are proud to be at the forefront of this innovation.