We can serve as your virtual quality assurance department
or supplement your existing program. Our experienced staff
has evaluated literally hundreds of thousands of calls, both
inbound and outbound.
Methodology
Calls are recorded in wave files or on audio
tapes
Monitoring available during all hours of your
operation (24/7)
Immediate alert plans available
Effective turnaround time for reports
Process Details
Agents monitored based on their work schedule
Number of calls to be monitored per agent,
per session based on your requirements
Reporting
We can create customized monitoring
forms and criteria in partnership with
you, or use your existing forms.
Statistical overviews can be provided
weekly or monthly
Written analysis can identify trends,
operational issues, and training needs
