Core competency quality assurance

The best training and the best technology is no substitute for systematic ongoing quality assurance (QA). We are dedicated to delivering excellence in every customer contact, so we rigorously monitor customer contacts to evaluate our performance, gauge the reaction of your customer, and offer feedback to our agents.

Global Response considers QA so important that we have an entire department focused on evaluating customer contact performance by every agent. To assure objectivity the department is outside the chain of command for the team/project being evaluated. Of course, program supervisors, team leaders and senior managers also monitor agent performance so feedback and coaching can be given on-the-spot when needed.

We monitor every agent a minimum of six contacts every two days. We score contacts based on criteria determined in collaboration with our clients. We share score reports with our clients for their input and share the results with the monitored agent. We also tally team and project scores for comparison with the individual agent as a benchmark for rewarding great performance and coaching below-average performance.

We digitally record every contact. These recordings can be invaluable for transaction verification in the event of a customer dispute and are sometimes required to comply with government regulations. In addition, agents can review individual transactions as part of our evaluation, feedback and coaching process. Digital recordings can be archived as long as the client requires.

We also collaborate with our client to determine monitoring frequency. Client needs can vary depending on the complexity of the contact, regulatory concerns, campaign budgeting and service-level metrics.

Clients can obtain access to every contact transaction in real-time via remote monitoring or by reviewing digital recordings.  

The best QA suggestions often come from the agents themselves, so we encourage every agent to make recommendations for program improvement.