Quality control: monitoring calls and evaluation of quality

Call center software allows you to listen to each call, both incoming and outgoing carried out by Holicon's consultants. It is possible listen on-line and view historical recordings.

Conversations are evaluated strictly according to the rating form, which may vary for individual projects. The form can be produced jointly with the client. The criteria and scale of assessment are described in detail, and those who are responsible for listening are trained in this field.

Software for listening in continuous mode is used by auditors and coordinators of the teams. The coordinator has the opportunity to listen to online calls via cordless headset anywhere in the office. At any time, can join the conversation - being heard by a consultant and direct the conversation accordingly.

Based on the evaluations and descriptions the coordinator prepares training for individual consultants. The average evaluation from monitoring is added to monthly assessment of the consultant.

Processes for measuring the quality of the whole project::

• Evaluation - based on the scale of complaints and comments reported by the customer,
• Correspondence analysis,
• Studies of satisfaction after contact with a voice-mail system,
• Satisfaction survey sent to a client
• Customer satisfaction survey through questionnaires sent by mail,
• Ordering qualitative research / audit via independent external company.