Quality Excellence

We deliver top-notch quality management solutions, so you can confidently step into the future of your business.

Consistent high-quality of operations is your brand’s most solid foundation

We have years of experience in helping companies go above and beyond in delivering the best quality in line with increasing industry and customer standards. We evaluate the processes, data and technology required to enhance your organizational capabilities and then continuously improve them while you dedicate your focus on strategic growth.

Tailored Quality framework

mirroring client’s values and goals

Performance monitoring

through Sampled and Targeted approaches

Corrective & Preventive Actions

in collaboration with Ops & Training

Constant alignment

through calibrations & dispute process

All-in-one Quality Management system

for easy access, visibility & security

AI Insights Module

Features

Quick implementation

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Connects to your helpdesk or loads your support data as a csv file.

Automated tickets categorization

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Conversational Analytics accurately categorizes your tickets based on your customer conversations using topics. Automatic analysis of conversation & sentiment drivers using AI.

Elevated quality insights

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AutoQA analysis of the specialist’s side of the conversation based on pre-defined criteria to highlight any process and/or best practice errors which will allow us to focus on these areas for evaluation and coaching.

Human-in-the-Loop

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Overall Group Scores, Fail sections, Fail Alls and Kudos points awarded in one view. QA representatives manually review fixed number of random interactions, as well as the flagged ones by the AutoQA feature. AI Assisted Side-by-side scoring available to reduce HT per review.

In-depth interactive Coaching module

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All individual coaching sessions are logged in the system. Pre-defined templates for coaching models such as GROW.

Security

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Your data is exclusively used for own interaction’s analysis
Customer data never used for training outside the customer’s environment.

Tools

We work with the most up-to-date and highly automated digital tools and platforms to optimize your operations in line with the current industry standards.

How we do it

At Pontica, we have developed a highly effective, systematic, and transparent approach to our solutions to guarantee successful outcome. Thus, we allow your business to keep up with all the different stages – from design, through implementation, to evaluation. This is our winning formula.

Step 1

Analyze

We evaluate your company’s operational needs and design a personalized solution to guarantee high-quality CX and customer satisfaction.

Step 2

Tailor

We design the solution with the best structure in synergy with your company’s culture and fitting your unique business needs.

Step 3

Execute

We implement the agreed upon structure and set up optimized processes and procedures.

Step 4

Recruit

With the help of advanced analytics and digital tools, we select the right profiles for your operations.

Step 5

Manage

We handle all your operations to ensure organizational and performance excellence.

Step 6

Evaluate and Optimize

We listen to the voice of your customers and conduct performance reviews which we then report and analyze together with your organization against the benchmark of your business goals.