Sosmatic provides technical support with real call volume. They measured quality the way almost everyone does: by listening to whatever calls there was time to listen to.
A phone operation with volume, a quality team with more calls than hours, and the uncomfortable certainty that the sample being listened to wasn't representative: it was picked by whoever had a spare moment that afternoon.
Transcription and analysis of every call, scored against their own quality template, with processing running inside their own environment because the data requirement called for it.
Full visibility of the phone operation. The quality team stopped picking samples and arguing about whether a case was representative, and started working on causes.
We're finalising the specific figures and the quote with Sosmatic to publish them here.
A straight conversation about your volume, your channels and where to start. No generic proposal.