Processes makes us different from other Contact Centers, we constantly improve what we apply. Every client is different, that is why we have different processes for each campaign. The main reason is we are constantly improving our technology; processes adapt to offer always the best to our clients.

Some details may also cause changes in the processes such us economy, strategies, legislation among others. One of the elements we modify our processes to is Quality Metrics; we analyze metrics and establish processes according to each client’s needs.

• KPI Metrics.- Service level and customer satisfaction strategy improvements depend on the content and interpretation of these metrics. These relate to the given service, general productivity, response speed, time spent on call, incomplete calls, service satisfaction level, etc.

• Online Efficiency Metrics.- Metrics associated to contact center productivity:  Average Handle Time (AHT), Average Talk Time (ATT), After Call Work Time (ACWT), calls completed per hour, etc.

• Quality Service Metrics.- One Contact offers automatic call recording and monitoring, to ensure customer satisfaction, alongside quality improvement circles achieving constant growth. 2% of the calls can be recorded and stored for as long as the client needs.