Turbo Charge Your Call Center QA Program

Introducing….
QualityNEXT, The Fusion QA Solution that combines exceptional human knowledge, best in class speech technology, and a state of the art reporting platform to ensure your quality initiatives focus on the elements of service delivery that matter most.

Contact Center Quality Monitoring Services

Testimonials – Fortune 500 Clients

“The insights you are providing are game changers! Not only are you giving us real time feedback on compliance issues that literally ensure we don’t go down the wrong path, you’re also offering ideas based on your vast experience that truly make us a better organization. When it comes to ensuring we have a solid approach to QA within our company, the BEST decision we ever made was collaborating with MK”

VP, One of the top Fintech Company, India

“The insights that are provided are actionable and relevant. The STS insights in particular are a valuable resource that helps us determine our retention strategies and how to best ensure the agents are successful”

Director, Top Newspaper Company, USA

“We have made significant operational changes from the insights provided to improve the customer experience as well as sales performance”

VP, Internet and Telecommunication Services, UK

“The team is very thorough and detailed with their insights. They often go above and beyond to provide breakdowns on their analysis”

Manager, American Fortune 100 Energy Company, USA

“We have made process and operational changes based on the key insight that has been provided by MK”

Director, Internet and Telecommunication Services, UK

Key Features & Value of QualityNEXT

Leveraging technology allows the ability to analyze up to 100% of voice/chat/email volume

  • Best of class speech ingestion technology ensures broader touch point volumes up to 100%
  • The higher the percentage of analysis, the more valid compliance and business insights become

Analyze 100% Call/Chat/Email Volume

Perfect Fusion of Traditional QA and Technology

  • Best of class speech technology ensures broad based compliance and business insights coverage
  • Vastly experienced traditional QA experts ensure focused “peeling of the onion” to drill down to performance opportunities

Perfect Fusion of Traditional QA and Technology

Competitive Pricing ensures maximum ROI achievement…faster:

  • MK’s speech analytics solution is the most cost competive ingestion engine in the industry
  • Leveraging the most experienced and calibrated offshore agents ensures the most accurate cost effective focus

Competitive Pricing

The 3 Pillars of QualityNEXT

Expert Human Assisted Evaluations | Best of Class Speech Analytics Technology | Quality Monitoring Actionable and Evolving Reporting Platform

Human Assisted Evaluations

Expert Human Assisted Evaluations

Leveraging 20+ years, and completing over 150 MILLION calibrated quality evaluations, MK created a third party quality industry and that expertise is leveraged to ensure maximum output

Speech Analytics Technology

MK SmartSpeech: Best of Class Speech Analytics Technology

Speech Analytics enables the review of up to 100% of the transaction universe——that ensures actionable business insights at both the process and agent level, and a more robust compliance coverage than “just” traditional QA sampling can cost effectively provide

QA Monitoring Workflow Platform

QA Monitoring Platform

Vast volumes of insights delivered through speech analytics technology, plus deeper dive statistically valid specialized human assisted evaluations—-merged into a customizable reporting platform that provides actionable insights that raise the bar——this third pillar ties technology and human expertise together, providing a robust yet easy to use tool that will evolve as your business goals change. Introducing Neqqo—the future of QA reporting.

RESOURCE CENTER

The team at MK proves time and time again that they stand for quality. Our call center operations have improved leads and bounds over the years. Thanks for your services.

Head - Customer Services

Head - Customer Services

Leading US Entertainment Media Company

I am impressed by the quality acumen which the team brings courtesy their strong background. The dedication to improving our important metrics is commendable.

Chief Operations Leader

Chief Operations Leader

Top US Logistics Service Provider

What makes MK stand out is their understanding of how contact centers operate and their relentless focus on process improvement. The best team we have associated with so far.

Vendor Manager

Vendor Manager

Leading E-commerce Marketplace