Evaluation and Monitoring
The focus of our call monitoring efforts is on quality improvement. Our dedicated Quality Assurance Team works closely with our support staff (Team Leaders and Team Managers), who also perform daily monitoring and coaching sessions to ensure high internal service levels throughout the center. Similar processes apply in our Live Chat and Email Response environments, reviewing transcripts and metrics tracking in electronic interactions.
At a minimum, our agents are monitored at least once every two days. During each test, agents are evaluated and scored on various quality criteria for their communications, and then consulted on their performance including areas of success and in need of improvement. Agents are also encouraged to provide any feedback at this time on their account, which will be shared with our client.