Why We Are Different: Quality Assurance
In call-centres, much emphasis or interest has been placed on technology and performance. But all too often, Quality Assurance has become the fifth wheel on the wagon.
At Teledirect we consider Quality Assurance to be an essential part of our service delivery and consider it to be one of the pillars of our success for there cannot be talent without integrity.
We have engineered a process with zero tolerance for intentional errors. It tracks mistakes dynamically, depending on the seniority and performance level of the Employee.
Independent teams listen to recorded conversations and apply scores in a computerised application. Feedback to the Employee is instant through their computer screen and through a subsequent review with their Team Leader.
An automated selection system can be parametered by our Project Managers to pick calls for audit depending on an intelligent selection process.
Email audit is unique and our control happens even before the email reaches its destination.
The Quality Assurance department is independent in reporting lines in order to guarantee actions will be taken to re-train, remodel training tools, modify processes or penalise if necessary.
The Quality Assurance department is independent in reporting lines.