Companies of all sizes, especially those with a high volume of contacts through the telephonic channel and those which have outsourced all or part of the service, need to have mechanisms to ensure the proper functioning of the Customer Care, Support and Sales.
The most effective way for objective and structured information about customer interactions across channels is monitoring. Through it, companies can ensure compliance with the operating policies and procedures, identify areas for improvement and manage the different suppliers.
Monitoring projects are analyzed and measured through indicators, the interaction that the customer has with the company in all its service channels (phone, email, chat, etc.)
Monitoring interactions analyzes them from the viewpoint of adhesion and processes obtaining external indicators and targets on the degree of compliance with care operational protocols and processes.
IZO incorporated in its methodology, developed from over 15 years of experience, the best practices and the most advanced standards of quality management, including criteria from the COPC in monitoring procedures.