QUALITY ASSURANCE

” QUALITY is never an accident It is always the result of high intension, sincere effort, intelligent direction & skillful execution.”

Q-Quality Assurance concentrates on the capturing and analysis of sales & service data and feedback in order to provide QUALITY service for our clients. As part of our commitment to partnership we invite all feedback from not only our agents but from our clients. We have an entire team dedicated to quality assurance to make sure that every piece of data you receive is nothing less than perfect. From call recordings, live conversations and emails to call data our team will make sure that you are getting 100% QUALITY work.

We make quality a priority.

Daily live monitoring of all agents on all programs with immediate feedback

Live call processing statistics available to operations, supervisors, trainers, QA and management

Detailed data inspections throughout the day

QA project management communication daily as required

Forecasting for volume analyzed- daily, weekly, monthly & by hour

Agent goals set for average call time monitored for quality & efficiency for continual improvement

Refresh trainings

Updates & new information for call processing daily to agents

Coaching live by instant messaging to reps

Weekly QA calls to all clients – feedback, findings, partnership of sharing ideas

Live call processing statistics available to operations, supervisors, trainers, QA and management

Agent evaluations weekly on performance & metrics

QCSS… the right team for you.

Contact us today and find out more about our full spectrum of inbound client engagement and outbound services.

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CALL US: 888.229.7046

Sales@qcssinc.com

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