BPO Quality Assurance & Monitoring Overview

Quality assurance is a fundamental way of measuring efficiency of business processes and we at Etech. assist companies in identifying opportunities and actions to improve their processes. This improvement helps improve sales results, enhance customer interaction and ensure all regulatory and compliance requirements are met. Etech Monitoring Solutions (EMS) represents a collection of highly skilled auditors and processes that ensures quality customer interactions.

We use standards such as ISO 9000 and Six Sigma and other statistical tools to drive strategy and process improvement to reduce variation.

Major benefits of Etech Monitoring Solutions (EMS) for quality assurance include

Enhance Service Levels

Third party monitoring provides unbiased feedback on customer contacts. This enables an organization to drive continuous improvement and interaction excellence.

Efficiency and Cost

Overall call center efficiency is improved with the implementation of a quality monitoring system. In the end, higher levels of efficiency result in lower costs. Quality monitoring allows managers and supervisors to:

• Reduce defective calls that result in callbacks
• Reduce handle time by improving system navigation skills
• Troubleshoot problem areas
• Review scripting for improvement
• Identify weaknesses in systems operation and navigation
• Improve employee procedures

Training Improvements

The benefit of quality monitoring that is most often overlooked by supervisors is the improvement of training and new agent orientation programs. Quality monitoring sessions, when recorded and archived, are especially beneficial during new agent orientation and training and to identify on-going skill and behavior gaps for targeted refresher training. The ability to illustrate with live examples is a major benefit that provides tremendous value.

• Design improvement programs based on common deficiencies in agents, scripts or policies
• Improve training programs by supplementing them with the "best of" and "worst of" quality monitoring examples
• Implement mentoring and in-house training programs using quality monitoring as an aid
• Retain good agents and improve upon existing skills

Increase Client Satisfaction

Client Satisfaction is a chief aim and success factor in any business. We are focused on taking care of our client's best interest and ensure that we are delivering the most effective level of service and innovative solutions that bring value to our client base. Our client partners benefit from the recommendations produced in our QA processes to increase sales and enhance customer experience and are an important reason why we maintain a high client satisfaction evaluation.

BPO Quality Assurance Related Links

• Quality Assurance Management & Services
• Quality Assurance MIS Capabilities
• How We Do It
• Benefits of QA Services

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