Online Monitoring is MTT’s innovative solution to control the processing quality of incoming and outgoing calls by external call centres.
Online Monitoring can be used to minimize the number of missed calls and assess the service quality of an outsource call centre.
This service allows you to assess the quality of services provided by call centres and telecom operators and receive information about the calls and the service provided by operators in the real-time mode. Online Monitoring can also compare the actual service level with the level specified in the SLA (Service Level Agreement) signed with the call centre.
The service will help you:
- increase the efficiency of your service, sales and customer communication channels;
- receive notifications about service level in the real-time mode;
- optimize your expenses and detect non-standard expenses;
- get a guaranteed SLA level from the call centre or telecom provider;
- audit external call centres.
Our specialists will help you detect areas for improvement and optimization of your business processes.