Quality assurance program
Quality levels are maintained in three ways:
1. Every call is recorded, and random recordings
are reviewed by the Quality Assurance Manager each day. Regularly
scheduled calibrations between key Client personnel and our
full-time Quality Manager keep us on the same page. We're not
satisfied enough to say a call has been handled well unless
you agree
that the call has been handled well.
2. Every representative is scored on how well
his or her calls are handled. There are 36 scoring criteria for
calls and 20 criteria for emails. They're scored on intangibles,
too — such as the level of enthusiasm and confidence that's evident
in their voices.
3. Each representative's score is applied to a
monthly incentive program in which they get
cash bonuses and other rewards.
A formal Quality Assurance program is
only part of what makes TMP Direct CSRs so good. Our agents are
seasoned professionals who have made a career in the
customer service industry — and a career at TMP Direct.
Read why this is important.
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