Consistent high-quality of operations is your brand’s most solid foundation
We have developed and tested a thorough QA Frame that adapts to your business values, needs, and goals. As such, we guarantee that you are always kept up to date with important business specifics in a transparent and timely manner. Our frame process implementation includes:
- Sampling process
We gather an unbiased selection of interactions to review based on preselected filters. With our highly automated software, we guarantee that human bias and error is effectively eliminated.
- Sampling size
We gather relevant and comparable data and use an omnichannel review approach or apply a separate sampling approach, depending on your current needs.
We tailor each step within our frame to your personal needs. We value transparency, openness, and feedback and allow you to dispute the process with an arbitrage option. Meanwhile, with our “Review the Reviewer” option you can re-evaluate already monitored interactions.
We ensure real-time, 24/7 visibility of our quality management system (QMS) for all parties, including our clients, QA and teams. Our teams have extensive experience in preparing and presenting detailed and robust individual/team/period reports and regular business reviews for effectively measuring performance against the target.
Quality Management System (QMS)
With our well-developed QMS we guarantee that your processes are highly optimized, structured and streamlined for a smooth sailing performance. With the CMS, we:
- Control imported personal and sensitive information
- Perform keyword search to detect high risk conversations
- Set competition for business important goals through gamification
- Encourage engagement