Quality in thought, Quality in action
At Calling 24o7, there is no substitute for quality. We administer it through lofty intentions backed up by sincere efforts, intelligent direction and skilful execution. The process is set into motion with a relentless training and orientation of all our call centre agents. We do not subscribe to the accepted brief of listening and monitoring. At the core of our insistence on quality is a management program which induces our agents to deliver best possible results all along. Assessing, recording and setting targets for call quality, we make an objective analysis of customer-handling skills for every agent within our team – an exercise that gets us in-depth feedback and helps us plug loopholes if any.
We have an effective system of predefined performance metrics. These are applied individually and collectively to gauge productivity levels. The resulting feedback is then analyzed and forwarded to the appropriate departments. Our Quality Assessment (QA) team works in intensive coordination with the Operations and Training teams. With a rigid follow-up methodology, we make sure that suggested changes are properly effected.
We also use benchmarking as a powerful tool to improve the quality of our processes and services. Inputs from various sources are collated and the results are studied to bring about necessary upgrade and enhancement. The resultant feedback helps us to iron out kinks and remove discrepancies in our commitment to quality.
Our proven Quality process enables us to:
- Identify additional information prospects require and add or emphasize it in the script
- Locate bottlenecks and resistance and consider suggestions on how to improve dialogue
- Analyze how frictionless the conversation is and revise the order of subjects to make it easier to follow and easier to qualify the prospect
- Determine the appropriate language to overcome communication barriers
Knowing that Quality evaluation can only be as good as the individual doing the evaluation, we maintain a dedicated quality assurance team who attest that lofty quality standards are adhered to at all times.