Quality

Quality is an attitude before it is a process, and it is the reason clients stay with our network of contact centres. It starts with how people approach their own work, and it shows up in the call.

Our Quality Assurance team exists to extend that practice and to teach it — sharing what it learns across the floor, with one aim: to do better on every call we make. We work to international standards for contact centre services, and we can evidence it rather than assert it.

What the QA team does

• Monitors inbound and outbound calls for compliance with our quality standard, with structured monitoring sessions run for customer care associates to measure call quality rather than guess at it.
• Collects customer feedback quarterly through the relationship management team, and annually through an external customer satisfaction survey.
• Records calls digitally, both for reference and as training material.
• Verifies every sale before it is forwarded to the client — nothing reaches you unchecked.
• Works with the operations team so quality feedback reaches the agent who needs it, while the call is still fresh.
• Works with the training team on refresher modules where monitoring shows they are needed.
• Runs an Award of Excellence for consistent performers.
• Keeps the agent-to-supervisor ratio as tight as 1:7, depending on the service.
• Maintains structured escalation paths for the technical and difficult requests that a script cannot cover.

Behind the standard

Our graduate and postgraduate workforce is trained continuously by in-house professionals across call answering, interactive response, web-based call handling and technical support.

Ask us how we would measure quality on your campaign specifically — it is a fair question and we would rather answer it before you sign anything.