Expectations are high for Business Process Outsourcers to provide excellent service quality on behalf of the companies they represent. In order to provide higher quality and better performance, the right tools are needed. This is where Tinkle Insights can assist; not only in terms of analysing all calls and providing insights into both agent performance and customer experience, but also in terms of being fully transparent with your clients. Adding a client to your account allows you to provide them with instant access to information and reporting solely for their business.

As a BPO, it is of paramount importance to deliver excellent customer service to the customers that you are interacting with on your client's behalf. Use Tinkle Insights to identify the calls with the lowest satisfaction scores and analyse sentiment, phrases, and  behaviours to use in training and coaching agents, ensuring they deliver positive customer experiences every time.

With Tinkle Insights, you can monitor calls to ensure adherence to regulatory requirements and internal policies, helping mitigate risks. Separate reporting within the platform not only allows easy identification of those staff members who stray from the script and may need further coaching and / or training but also demonstrates adherence to your clients.