Quality Assurance
Customer interaction is the cornerstone of quality service for mission critical and customer service. Our dedicated team provides a full range of services to help meet these goals. We work with you to define your expectations, create appropriate forms, and set up a program to record, review, and provide feedback on your staff performance.
Quality: Improve caller experience by identifying key behaviors and procedures. Our QA professionals monitor and score customer interaction and provides actionable feedback.
Performance Analysis: Are your call takers and staff properly handling calls and interacting with your callers in a way that meets your needs? Effective performance monitoring is important to providing an excellent customer service. We provide performance monitoring that assures this criterion is being met.
Training: Once an issue is determined we assist in completing the procedure by providing training to rectify the issue. New SOP, additional resources, new procedures, and additional training? We work with you to determine what changes need to be meet for your expected outcome.