Quality Excellence

We deliver top-notch quality management solutions, so you can confidently step into the future of your business.

Consistent high-quality of operations is your brand’s most solid foundation

We have years of experience in helping companies go above and beyond in delivering the best quality in line with increasing industry and customer standards. We evaluate the processes, data and technology required to enhance your organizational capabilities and then continuously improve them while you dedicate your focus on strategic growth.

QA Framework

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.
Alignment
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.
Reporting
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

Tools

We work with the most up-to-date and highly automated digital tools and platforms to optimize your operations in line with the current industry standards.

How we do it

At Pontica, we have developed a highly effective, systematic, and transparent approach to our solutions to guarantee successful outcome. Thus, we allow your business to keep up with all the different stages – from design, through implementation, to evaluation. This is our winning formula.

Step 1

Analyze

We evaluate your company’s operational needs and design a personalized solution to guarantee high-quality CX and customer satisfaction.

Step 2

Tailor

We design the solution with the best structure in synergy with your company’s culture and fitting your unique business needs.

Step 3

Execute

We implement the agreed upon structure and set up optimized processes and procedures.

Step 4

Recruit

With the help of advanced analytics and digital tools, we select the right profiles for your operations.

Step 5

Manage

We handle all your operations to ensure organizational and performance excellence.

Step 6

Evaluate and Optimize

We listen to the voice of your customers and conduct performance reviews which we then report and analyze together with your organization against the benchmark of your business goals.