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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
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
info@geniianalytics.com geniianalytics.com
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
Quantum Analytical QA
Quick and Easy
info@geniianalytics.com geniianalytics.com
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
• 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 don’t just tell you what's happening
in your contact centre, it also tells why its happening
• 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.

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