Quality Monitoring

Efficiency of a training Program is evaluated through the combined results of:

  • Training evaluation form filled by every trainee.
  • Operational performance for the 2 weeks following the training.
  • Quality performance for the 2 weeks following the training.
  • After being hired, agents routinely undergo different quality checks.
  • Perform regular random/ targeted monitoring for customer interactions with all customer service teams and internal workflows, following the pre-defined standards
  • These checks maintain the consistently professional and efficient performance which they were trained to provide.
  • These are generated by our quality department based on their monitoring and quality inspection of the operation and deliverables to two sides (calls and data).
  • Perform regular testing for CS IVR’s and accessibility testing for CS short number including Informative IVR.
  • Ensure preventive and corrective action are in place.