Quality Assurance

Quality Assurance

What is Quality Assurance?

Quality assurance is the process of observing an agent’s call and analyzing the quality of the call with respect to your requirement and expectations. Quality monitoring is one of the tools we use to ensure we’re providing effective and efficient approaches to continually improve the services we provide to our clients. With effective call center quality monitoring call center, account managers can easily spot and discover problems within their teams by proactively monitoring the interactions between the agents and your callers.

Why is it important?

Designing a quality call quality program for our clients is a critical path to success. It helps us ensure that we:

How do we do it?

We work with our clients individually to design a quality program that wraps around the process and procedure that we engage with our agents.  We use a combination of tools to achieve this, such as:

As part of your onboarding process with us, we’ll work to establish a quality management program that will ensure the optimal success of your campaign with us. Together, we’ll use it to refine, enhance and provide a platform for continued agent feedback and improvement.

Implementation & Onboarding

XACT Learning Center

Resource Management

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