QUALITY ASSURANCE

• We ensure the call monitoring equipment required for quality assurance. A quality control professional monitors the calls on a daily basis, in SYNC with client SLA.
• CRM captures the discussion had on the phone. Our Call center employees are accurate with their after-call work to avoid repeat call and rate an customer.
• We Institute specific performance goals for our employees and are accountable for reaching those goals.
• Side-by-side training is arranged for new employees who have completed their product and process training. Both quality assurance associates and process managers sit with the call center employees in order to provide real time advice.
• "We reward our employees for good performance." Provide monthly recognition to employees with the best quality.