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
Does Nivision really QA every call?
How does it surface churn risk?
Can it check that agents followed our process?
Turn your conversations into action.
See Nivision analyze calls like the ones your team handles every day. A 30-minute walkthrough, no slides.