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SMB : 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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