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 employ proven recruitment and training processes to hire and retain the best people for our client accounts, but our Quality Assurance Team consistently monitors every incoming and outgoing interaction in our contact centers. Our extensive monitoring system allows us to proactively manage your account through observing our contact center agents, evaluating the quality of their customer contacts, and determining ways to enhance the effectiveness and efficiency of each interaction.

Evaluation & Monitoring

The focus of our call monitoring efforts is on quality and continuous improvement. Our dedicated Quality Assurance Team works closely with our support staff (Team Leaders & Managers), who also perform daily monitoring and coaching sessions to ensure high service levels and effective first call resolutions throughout the center.

With Team Leaders and members from the Quality Assurance Team conducting frequent monitoring sessions, each Agent is monitored at least once every two days. During each test, agents are evaluated and scored on various quality criteria for their calls, including information accuracy, customer experience impact, business impact and professionalism. Agents are then consulted on their performance and given constructive criticism, including areas they are excelling and those that require improvement. At this time, agents are also encouraged to provide any feedback they have on their account, which will be shared with our client as well, ensuring true transparency in the relationship.

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Resources

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