Contact Centre Optimisation

Improve customer support and drive
business efficiency.

Unlock insights from your contact centre.

Understand customer sentiment, enhance churn models, optimise team performance and, ultimately, reduce contact centre calls.

Contact centres hold a rich and underused data-set.

Contact Centre Optimisation offers businesses the chance to use this interaction audio and data to improve customer experience. 

Using machine learning and Natural Language Processing techniques to analyse audio recordings and transcripts, actionable insights will reveal the sentiment and subtleties of your customers' experience.

Use these insights to update your customer service strategy and optimise your contact centre experience to drive acquisition and retention.

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How can Contact Centre Optimisation can help you?

Customer_NPS

Call & Onboarding
NPS

Analyse actions within a call that led to a positive or negative sentiment or map the sentiment of customers through their onboarding journey.

Performance

Call Centre Team Performance

Identify knowledge gaps and training requirements. Understand the patterns behind high performing teams and use insights to bring others up to the same level.

Automated emails

Automated Customer Engagement

Automate engagement tasks off the back of sentiment analysis, including order status and delivery notifications or appointment reminders.

Recommendation_Engine

Recommendation Engine

Layer speech to text data with existing customer data to offer product or service recommendations based on the customer’s specific needs and preferences.

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Enhance Churn & Retention Models

Regular reporting enables you to track the impact of improvements you make over time, so you can continuously refine and optimise your approach.

The_Problem_It_Solves

Reduce Contact Centre
Calls

Regular reporting enables you to track the impact of improvements you make over time, so you can continuously refine and optimise your approach.

Why Qrious?

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Specialist Capability

Enjoy confidence in our ability to deliver with our highly specialised data engineers, data scientists, consultants and digital marketing experts.

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Outcome Focused

From our agile methodology to our customer-centric approach, we deliver outcomes that offer our clients real value and success.

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New Zealand Based

Being New Zealand-based makes working with us easy. We offer implementation, support and delivery services, all in your own time zone.

Ready to optimise your contact centre?

We know how to collect and analyse data and can help you to use these insights to improve customer contact centre experience. Get in touch to get started.