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See the big picture - understand every customer on every interaction

iQ is ResQ’s custom-built all-in-one contact centre solution for clients, agents, and managers using AI to inform, empower, and understand

What can iQ do for…

Your business

  • Decrease cost
  • Reduce contact rate
  • Improve customer journeys
  • Prevent complaint escalation
  • Understand the voice of your customers
  • Straight-forward set-up
  • Better Team Leader:Agent ratios

Your customers

  • No background noise on calls
  • Check products are sold by the rules
  • Audit trail through full call transcription
  • Improved CSAT and NPS
  • Increased FCR

Your agents

  • Faster speed to competency
  • Sell within established rules
  • Self-manage with an all-in-one agent desktop
  • Save time with automation
  • Get instant feedback post-interaction
Book an iQ demo

What does iQ do, and why?

Voice of the Customer

What are your customers telling you? With Voice of the Customer, we take data from every call, apply AI analysis, and give you the big picture trends.

 

  • Daily top themes tell you why customers are calling, giving you actionable information to reduce contact rates
  • See how customer feeling changes over an interaction to improve customer journeys
  • Live CSAT ratings, and separate ASAT ratings, to show distinctly how customers feel about your business and how they feel about our agents
  • Vulnerability detection flags customer issues agents may miss, giving you a more complete picture of your customer-base
  • Complaint flagging looks for trigger words (like “ombudsman” or “OFCOM”), so we can actively prevent escalation
  • Automated call summaries save agent time and increase productivity

Q-AI

Take the risk out of your contact centre with AI quality assurance on 100% of calls.

 

  • Manual QA samples <5% of calls – Q-AI checks every call, giving you a complete view of compliance
  • Auto-populated smart scorecards are customisable to match your quality- and regulatory-frameworks
  • Q-AI is regularly calibrated by experienced QA experts, ensuring we don’t miss the human element
  • Q-AI provides actionable feedback to agents after every call, empowering them to self-manage and improve performance

Sales AI

Maximise agent selling potential with AI-powered sales support, making sure agents are selling in the right away to protect your business.

 

  • GRIPS, our proprietary sales method, is built into Sales AI – this means we can see which parts of the sales journey agents are acing, and where they need extra support
  • Sales AI can look for things like offer rates and mandatory statements, ensuring agents are selling within the rules
  • Recon orders on your system against what was said on the call – proactively fix broken orders to prevent complaints and protect your reputation

Real-time and historic intel

All the operational data we use to drive performance, available to you through easy-to-use dashboards.

 

  • Full transparency – you can see the same data we use to maximise contact centre performance
  • Real-time data means we can make responsive changes today – no waiting for tomorrow
  • Historic data shows us trends so we can get the big numbers right – productivity, sales, CSAT, and more
  • Avoid data overload with customisable dashboards – only see the information that matters to you

Features

Studio Quality Voice

Background-noise reduction and voice amplification on every call increases FCR and reduces AHT – it also means iQ can transcribe calls with 99% accuracy, unlocking AI insights

iQ-A

Our all-in-one agent dashboard means agents aren’t wasting time switching between apps, and they’re empowered to self-manage by seeing what they’re doing well, and what they can improve

Fully integrated with major telephony platforms

It doesn’t matter what telephony your centre uses – you can still benefit from iQ, which is fully integrated with all major systems without requiring a complex installation

Scheduler

Our WFM tool is so good we manage agent pay through it – accurately auto-lock hours and manage schedules in one system

Sales Wizards

Custom Sales Wizards built into iQ-A give agents a foolproof way to interact with your sales environment, ensuring orders are accurate

ROAD

ResQ On Any Device means agents in the UK, offshore, and at home all use the same system, maximising consistency and security

High Street CLI

We can brand outbound CLIs with local numbers for your sites and stores, increasing response rates and allowing for co-operation with local offers

Data strategy

Our data strategy team can source, purchase, and blend data on your behalf – maximise sales and keep the detailed reporting

Responsible Telemarketing

Responsible Telemarketing means we don’t abandon calls and reduce wait times – all in compliance with Ofcom regulations

Blended omnichannel

Inbound, outbound, voice, email, webchat – we use a blended environment to maximise productivity, while being able to report on each channel separately

Seeing is believing

The best way to understand iQ is to see it in action. Let us know below if you’d like to book a virtual or in-person demo.