Both during the training process and throughout an agent’s career at XACT, onsite monitoring by supervisory staff is a critical component of oversight, feedback, and ongoing improvement. Each agent is monitored and evaluated daily during the training process, and 10 times monthly thereafter. This process is particularly effective, since the professional performing the monitoring can both see the agent’s screen and hear the agent’s conversation undetected at any time, providing additional incentive to agents to perform at their best on any call. Reinforcement is immediate, as the results of each call monitored are discussed immediately with the agent, and monitoring bonuses, when merited, are awarded in the corresponding pay-period.

XACT could also make offsite monitoring available to the City, if desired. XACT’s ability to support remote positions could enable you to monitor XACT service in real-time, access account information, and generate reports on demand, all from your location.

To complement the onsite monitoring described above, XACT employs outside contractors to place calls to our agents as if they were actual callers to our clients. These “Mystery Callers” complete and evaluate 50 to 100 calls per month, and send the results directly to each Account Manager. XACT will generate a monthly summary of mystery call results and can share source data forms at any time upon request.