Resolution quality, not just handle time.
Speed metrics miss whether the issue was actually solved. Nivision analyzes every support call - so first-contact resolution, sentiment and churn risk are measured, not assumed.
The pressure on support floors
Support teams are measured on speed - handle time, queue length, tickets closed - but speed says nothing about whether the customer's problem was actually resolved. The real signal is buried in the calls: a repeat caller, a frustrated tone, a process step skipped, a customer quietly deciding to leave. Sampling a couple of percent of calls cannot surface a pattern before it costs accounts.
How Nivision meets it
Nivision runs QA on 100% of support calls, not a sample. It checks first-contact resolution, tracks repeat calls and escalations, scores customer sentiment and process adherence, and surfaces early churn-risk signals. Alerts fire when a call shows a customer at risk, and aggregate reports show whether the floor is genuinely resolving issues - not just closing them fast.
QA on 100% of calls
Every support call is scored against your quality criteria - not a 2% manual sample.
First-contact resolution tracking
Nivision tracks whether issues were resolved on the first call and which ones generate repeats.
Churn-risk signals
Frustration, cancellation hints and other early churn signals are flagged before an account is lost.
Process-adherence scoring
Each call is checked against the steps agents are meant to follow, so gaps are visible and coachable.
The outcome
- QA on 100% of calls, not a 2% sample
- First-contact resolution and repeat calls tracked
- Early warning on churn-risk and escalations
FAQ
Turn your conversations into action.
See Nivision analyze calls like the ones your team handles every day. A 30-minute walkthrough, no slides.