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Quality Assurance |
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Quality Assurance |
The Highest Quality - Always |
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NetPulse uses a comprehensive range of quality measures to evaluate the performance of every Support Engineer or Specialist. Real time, multi-dimensional reporting includes call metrics, quality monitoring reports and customer survey results. Employee earnings are directly tied to individual and team quality.
The quality management system provides immediate and measurable improvements in misunderstood callers’ requests, incorrect information capture, inconsistent/incorrect responses and unnecessary repeat calls and missed opportunities.
Reports: Detailed quality reports are provided. These include: |
| Call and transaction statistics
Agent productivity
Call processing efficiency
Grade of service
Quality Score Card |
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| The frequency of reports is based on clients’ requirements. |
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