Quality Assurance

The specialized talent pool at 24-7 Intouch is carefully monitored through metrics consistent with supporting a high performance culture. Processes, technology and agent behaviors are continually aligned to meet service standards. Assurance in service quality does not come automatically through the use of a universal formula, but instead is perfected from monitoring, forecasting, and efficiently making adjustments.

24-7 Intouch invests considerable time and money in ensuring the highest level of quality for all clients’ customer interactions (voice, chat and email). Every interaction within our contact center is monitored, allowing our Quality Assurance Team to evaluate the quality of all agent communications and determine ways to optimize quality.  The proactive monitoring approach taken also provides immediate feedback to agents on their performance, which facilitates a greater opportunity for change while a customer contact is still new.

Evaluation & Monitoring

The focus of our call monitoring efforts is on quality improvement. Our dedicated Quality Assurance Team works closely with our support staff (Team Leaders and Team Managers), who also perform daily monitoring and coaching sessions to ensure high internal service levels throughout the center. Similar processes apply in our Live Chat and Email Response environments, reviewing transcripts and metrics tracking in electronic interactions.

At a minimum, our agents are monitored at least once every two days. During each test, agents are evaluated and scored on various quality criteria for their communications, and then consulted on their performance including areas of success and in need of improvement. Agents are also encouraged to provide any feedback at this time on their account, which will be shared with our client.

To learn more about our Quality Assurance, please contact our Dedicated Services Sales Team at 1.800.530.1121.

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