COPC-aligned Quality Assurance scorecards, Erlang-C Workforce Management (WFM), intraday adherence monitoring, and root-cause analytics that elevate CSAT & NPS.
World-class contact centers do not happen by chance—they are engineered through mathematical Workforce Management (WFM) and rigorous COPC-aligned Quality Assurance (QA). Nexovia’s CX Governance practice embeds intraday forecasting, 100% call/chat auditing, and root-cause coaching into every operation.
What gets measured and calibrated daily gets improved: combining 15-minute interval WFM forecasting with bilateral QA calibration eliminates SLA surprises.
Hélène Moreau — Director of Quality Governance & WFM
COPC Quality Scorecards, 15-Minute Erlang-C WFM & Root-Cause CSAT Analytics
By pairing real-time intraday queue adherence (98.4%) with structured QA evaluation grids covering compliance, accuracy, and emotional empathy, we systematically eliminate repeat contacts and lift Net Promoter Scores (NPS) by an average of +24 points.
6 Governance Pillars of Nexovia’s QA, WFM & CX Consulting Practice
Every quality transformation and workforce optimization engagement delivers six core capabilities:
- 15-minute interval Erlang-C volume forecasting and multi-skill shift scheduling.
- 98.4% real-time schedule and intraday queue adherence monitored by dedicated WFM desks.
- COPC-aligned QA scorecards evaluating compliance, process accuracy, and customer empathy.
- Weekly bilateral QA calibration sessions with your stakeholders to guarantee scoring alignment.
- +24-point average NPS lift driven by root-cause detractor analysis and targeted coaching.
- Executive BI dashboards tracking ASA, FCR, AHT, CSAT, NPS, and agent quality trends in real time.
