Secure the best quality customer care with our dedicated quality assurance service

Customer service and quality assurance (QA) go hand-in-hand. If you want to provide the best care to your customers and clients, you need a quality assurance service that guarantees success.

Quality assurance leaders
ArrowXL
Superdrug
FedEx
Hotel Chocolat
Hobbs London
Phase Eight
Harry Hall
Whistles
Pret A Manger
Savers
Percival
The Perfume Shop
Airportr
Waste Managed
Damsel in a Dress

Quality, guaranteed

Our call centre quality assurance process is streamlined over years of experience to make a truly efficient and effective measurement system. With only a small battery of questions, we can determine quality scores and provide thorough feedback and support to your advisors to help them improve.

We can conduct all your QA for you, or we can introduce you to our process and help you set up a system that works for your team.

Quality
Training

Train the trainer

We’re happy to conduct your QA for you, but we don’t want you to lose any control over the process. Our train-the-trainer approach prepares your internal QA team so they’re able to replicate our tried-and-tested system without having to rely on FM.

We’ll introduce you to our suite of questions, methods of answer and delivery, and recommend appropriate QA software partners. Then we’ll train your QA team – or help you establish one – so you can be confident in your quality control moving forward.

Chat to us about setting up a quality assurance process for your contact centre.

What will we measure?

Advisor friendliness

Advisor friendliness

When things go wrong, customers can be emotional. That’s why we’ll that your advisors are always friendly and empathetic.

Advisor tone of voice

Advisor tone of voice

Your brand has its own, unique style so we’ll help make sure that your advisors are using a tone of voice that suits your brand.

Adherence to processes

Adherence to processes

Processes are the backbone of your customer care centre, so we’ll watch to see if processes are being followed as you want.

Security and GDPR

Security and GDPR

Arguing one of the most important metrics is checking if your advisors are adhering to security protocols.

Quality of resolution

Quality of resolution

We’ll also look at the overall resolution to make sure that your customers are always getting the help they actually need.

Get in touch

Want to chat today? Call us on 0808 164 1406.

Or you can fill in our contact form and we’ll get back to you asap.

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