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Enterprise:
Service Features >
Quality Assurance
QUALITY ASSURANCE
Outsourcing gives your corporation access to a specialized talent pool
without the costs of recruiting, training, and monitoring your own
workforce. At 24-7 INtouch, we are highly dedicated to our employees,
who not only represent the face of our business, but also act as the
frontline of your corporation. We know first impressions matter and
accordingly, we do everything possible to ensure our agents put your
best image forward.
24-7 INtouch invests considerable time and money in ensuring the
highest level of quality for all customer interactions (voice, chat,
and email). Not only do we hire the best people for our client
accounts, but we consistently monitor every incoming and outgoing
interaction in our contact center. This allows our Quality Assurance
team to proactively monitor our call center agents, to evaluate the
quality of their calls, and to determine ways on improving call
quality.
Evaluation & Monitoring
The focus of our call monitoring efforts is on quality improvement.
Our dedicated Quality Assurance Team work closely with our support
staff (Team Leaders, Team Managers), who also perform daily monitoring
and coaching sessions to ensure high service levels throughout the
center.
Our agents are monitored at least once every two days. During each
test, agents are evaluated and scored on various quality criteria for
their calls. Agents are then consulted on their performance and
informed on the areas they are successful and the areas that require
improvement. At this time, agents provide any feedback they have on
their account and this information will be shared with our client as
well.
Motivation and Retention
Employee retention is important to any organization, but in the
contact center industry, keeping quality agents and managers is
crucial. 24-7 INtouch understands the value of maintaining satisfied
employees and therefore, we focus on creating a career path for all
employees, no matter what their role in the organization is.
Because of our people focus, 24-7 INtouch has a strong record for
employee retention. We have accomplished this by providing positive
incentives and facilitating motivational programs in the contact
center. Through competitive compensation, monthly paid bonuses,
contests, employee recognition, team building events, flexible hours,
“open door” policies, and a hire-from-within policy, we have strong
employee retention and one of the lowest turnover rates in the
industry.
To learn more about our Quality Assurance practices contact us at
1.800.530.1121 today.
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