Gain actionable intelligence from 100% of your customer interactions.
By reducing talk time and handle time across every interaction.
By identifying product and service issues and monitoring brand representation.
By providing fast, efficient performance feedback that's easy to act on.
By discovering fraud and abuse risk and monitoring compliance language.
Customer satisfaction, loyalty, and compliance verification are three of the most critical aspects to any business operation. That's why Centris offers a robust quality assurance program that reveals insights from 100% of your customer interactions.
We leverage AI and machine learning to capture and transcribe every interaction between your customer and your contact center agent, across all channels.
Each customer interaction is a major source of data that can be used to test the quality of your products and services. Our team is trained to ask the right questions to source information on what works well, what isn't working, and other uses or benefits the customer found that you may not be aware of.
Key features include interaction scoring for intent, effort, and emotion; real-time alerts such as “churn risk” while a call is in progress; integrated survey data; customer journey tracking across channels; and semantics and acoustics to provide emotional insight.
Step One, Contact Us: we ask questions about your business and its products or services to learn what information you need from your QA testing.
Step Two, Process Adoption: you provide the training needed to mine the right customer data insights through quality assurance screening.
Step Three, Insights and Improvement: we deliver actionable insights your product and service teams can act on.
Our QA program reveals insights from 100% of your customer interactions, not just a sample, using AI and machine learning to capture and transcribe every interaction across all channels.
Yes. Real-time alerts such as “churn risk” can be flagged while a call is still in progress, not just discovered afterward.
Contact center efficiency, customer experience, agent performance management, risk and compliance, and sales effectiveness.
Yes. Nearshore contact centers often have better availability to handle QA testing outside of normal business hours, creating a continuous stream of insights.
We are PCI and HIPAA compliant and ensure all our programs meet necessary regulations.
Whether you are looking for traditional voice services, live chat, emails, social media, or text messaging services, you can rely on Centris to provide a high-quality experience for your customers.
Focus on your CORE business and leave your calls to us. Spend your time more productively by letting us focus on providing your customers outstanding support.
With us, you just need to train one group. After that, our team develops training material and methodology to keep training new recruits.
Just tell us the profile of your agents and we'll do the rest. We provide the highest quality training to make sure everyone's on the same page.
Having more than one contact center is handy when the unexpected happens — snow storms, floods, power outages, strikes, or other unexpected situations.
Most businesses experience periods of high and low call volume. Our workforce management system lets us hire more agents or reduce your seat count depending on the season.
Talk with Centris about the service model, staffing plan, and customer workflows that fit your business.
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