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 QA process that guarantees success.
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.
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.
When things go wrong, customers can be emotional. That’s why we’ll that your advisors are always friendly and empathetic.
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.
Processes are the backbone of your customer care centre, so we’ll watch to see if processes are being followed as you want.
Arguing one of the most important metrics is checking if your advisors are adhering to security protocols.
We’ll also look at the overall resolution to make sure that your customers are always getting the help they actually need.
Want to chat today? Call us on 0808 164 1406.
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