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NEXT GEN
QUALITY

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Quality management is a collection of Business processes to consistently meet customer needs and wants. Most goals and aspirations of any business enterprise work on the sole basis of improving quality of services to provide the end buyer/user satisfaction and promise.

Quality management works from the start of production and remains till the time a product or service expires its terms or conditions with the end user. We provide all sorts of business models and services to help establish a strong hold over a firm’s outputs, which brings loyalty from the customer’s perspective.

Trends in Quality Management

Metric Improvement framework starts through Analysis, a plan is made, put into action, governed and changes are made for further growth of the program.

It is an upstream process which is used to identify performance gaps at the program, team, tenure and consultant level to focus on lead measures that impact knowledge and resolution.

Tech Mahindra’s Approach towards Quality improvement (Next Gen Approach)

Tech Mahindra approaches Quality through its NeXT-Gen Platform, which is divided into 3 Major Groups:

NeXT Gen – Transaction Monitoring

Metric Improvement, Analytics, Early Intervention and Case Study

NeXT Gen – Quality Automation ( Prospect )

Voice, Non Voice and Case Study

NeXT Gen – QA Platform

AURA 1.0 and New Release 2.0

NeXT Gen – Transaction Monitoring

Metric Improvement, Analytics, Early Intervention and Case Study

NeXT Gen – Quality Automation ( Prospect )

Voice, Non Voice and Case Study

NeXT Gen – QA Platform

AURA 1.0 and New Release 2.0

NeXT Gen Transaction Monitoring

Metric Improvement Framework

Metric Improvement framework starts through Analysis, a plan is made, put into action, governed and changes are made for further growth of the program.

It is an upstream process which is used to identify performance gaps at the program, team, tenure and consultant level to focus on lead measures that impact knowledge and resolution.

Analytics

Our analytical dashboard encompasses multiple performance data points in a single platform to analyze and derive BQ, identify lead metrics which has max impact on Lag Metrics.

To have an overview of how it looks: see the diagram below:

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Early Intervention System Implementation

The final frontier under monitoring. It helps in keeping all programs under check, while tracking all 180+ programs.

The final frontier under monitoring. It helps in keeping all programs under check, while tracking all 180+ programs.

Key-Indicators-

NeXT Gen Quality Automation
(Voice and Non Voice)

Voice – QA Automation Prospective

Interaction Analytics using Nexidia, to optimize customer experience, while having customer’s feedback across all channels. What this offers is Real-Time Coaching And Quality Assurance Monitoring, i.e.:

Real-time Coaching:

During a live call, OTO tracks thousands of nonverbal voice markers and provides agents with real-time feedback. The agents remain more aware of their voice patterns and self learn to stay within optimal ranges.
Figure

Measured impact of real-time coaching with OTO:

+19% agent engagement & +7% in inbound sales conversion

Quality Assurance Monitoring:

Live dashboard capabilities allow the QA team to systematically monitor their agents’ conversational performance (agent behavior and customer satisfaction) and directly hone in on calls that require attention – removing the guesswork out of QA.

Observed impact of the OTO live QA dashboard: -25% in QA costs

We also provide in-house EASY QA, which is useful in having a 100% check on Automated QA, providing high accuracy and insights, while optimizing HC to have less QA Support. It continuously tests, optimizes and upgrades itself through:

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NeXT Gen QA Platform

AURA 1.0 & 2.0- A NeXT Gen QA/Auditing Tool

Aura 1.0

An integrated data hub that allows increased visibility of Quality assurance & processes within an organization to provide actionable insight into performance & risk related metrics. A simple way of creating own environment for auditing.

Aura is useful in Performance Management, Coaching, Training workspace, Report Generation and Auto-Notifications, to name a few.

Benefits from Aura

100% Fatal Error Tracking and Acknowledgement

Dashboard Automation

Helps save 10% of Man hours

Online Review System

Dual Language support

Automated Dashboards

100% Fatal Error Tracking and Acknowledgement

Online Review System

Dashboard Automation

Dual Language support

Helps save 10% of Man hours

Automated Dashboards

Aura 2.0

The new AURA 2.0 will deploy various new measures to further enhance quality on the basis of:

Agent Dashboard: New home page, daily, weekly, monthly performance on KEY KPI’s

Active Sync: Agent Roster and Mapping intergraded with systems

Multiple Sample: System generated sample, with additional filters

Evaluation with RCA: All evaluations will have an RCA option, with 3 levels of call type/issue type

Auto Calibration: New sections on calibration with auto feature to ensure all auditors are calibrated weekly

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