Analytical QA for Sales & Service #CX #BPO Transform your QA function into an Insights Hub Agent, customer & business insights, in any language

1. Quantum Analytical QA Transform your
QA function into an Insights Hub
info@geniianalytics.com geniianalytics.com
Agent, customer & business wide
insights, in any language
(English, IsiXhosa, Zulu, Afrikaans, Sotho etc)
SERVICE, SALES& COLLECTIONS
Identify causal factorsto improve
ops& businessperformance for
sales, service & collections
Identify top call reasons& root
cause analysis
Identify agent & non-agent
causal factorswith
improvement
recommendations
Correlate agent performance with
customer NPS/ CSAT, per call
Identify reasonsfor customer
churn & save opportunities
Agent performance mapping &
periodic performance tracking per
KPI
Identify coaching
gaps
Process& regulatory
compliance adherence
Agent KPI review
Interactive dashboards& reports
Close loop training & coaching
process
Traditional QA
Analytical
Quality
Assurance

2. Improve Customer Service & CX
▪ Improve CSAT and NPS
▪ Improve FCR & Reduce Repeats
▪ Reduce unnecessary transfers
▪ Reduce AHT
Increase Sales
▪ Improve sales conversion
▪ Improve NTU
▪ Sales thru Service opportunities
▪ Root Cause analysis for
Compliance Risk during sales
Increase Collections
▪ Improve Promise to Pay
▪ Improve collections
▪ Identify causal factors for defaults
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Improve Customer
Retentions
▪ Improve customer loyalty
▪ Identify reasons for customer
churn
▪ Improve Customer retention
Improve Agent Effectiveness &
Quality
▪ Improve overall agent quality
▪ Improve agent effectiveness
▪ Improve agent compliance
▪ Track agent performance on all
KPI’s
(FCR;CSAT;Repeats;Transfers etc)
Proven Benefits
Quantum Analytical QA Improves Service, Sales,
Collections and Retentions
Improve Regulatory
Compliance
▪ Track agent compliance during the
interactions
▪ Track process and GDPR
compliance
▪ Track adherence & highlight non-
compliance

3. Quantum Analytical QA
Quick and Easy
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QA Plus provides a Cloud based QA platform with interactive
visualisation & reporting
• Agent scores
• Identify training/coaching gaps
• Automated pdf reporting for agents and supervisors
• Close loop QA and training management
Deeper Agent Insights.
• Top call drivers
• Drill down causal factors for Agent performance and effectiveness
• More detailed reports
• Agent coaching & training reports, process & feedback
• Agent performance tracking
• Provides Customer Satisfaction indicators, per agent
• Provides Causal Factors for Customer Dissatisfaction, per agent
• Correlate CSAT with Agent performance
• Provide agent scores for compliance
• Provides causal factors for non-compliance
Deeper Business & Customer Insights.
• Top call drivers
• Business/Brand KPI’s
• Drill down causal factors for Business/Brand performance and
effectiveness
• More detailed reports
• Provides Customer Satisfaction indicators
• Provides Business/Brand causal factors for customer dissatisfaction
• Correlate CSAT with business/brand performance
• Provides business/brand compliance risks
• Provides causal factors for compliance failures
A cloud based platform with interactive visualisation & reporting

4. • Understand reasons why customers are calling
• Root causal factors for customer dissatisfaction
• Why calls are not resolved first time (FCR)
• Reasons for repeat calls
• Reasons for unnecessary transfers
• Root causes for AHT & Hold
• Root causes why sales are not being converted in telesales
• Why promise to pay are not being met in collections
• Root causes for compliance failures
info@geniianalytics.com geniianalytics.com
Operational Root Cause Analysis
Quantum Analytical QA tells you WHATS happening in your
contact centre, as well as WHY its happening

5. • Identify training/coaching gaps and automated pdf reporting for agents and
supervisors
• Close loop coaching and training management
• Provide Customer Satisfaction indicators
• Identify Causal Factors for Customer Dissatisfaction
• Correlate CSAT with Agent performance
• Provide agent scores for compliance and provides causal factors for non-compliance
info@geniianalytics.com geniianalytics.com
Interactive Dashboards
With “Close the Loop” coaching & training
The Management
dashboards dynamic drill
down causal factors for
Agent performance, agent
coaching & training reports
and customer satisfaction
scores.