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At Edge Teleservices the concept of Quality
Assurance is at the forefront of our daily activities. We approach
every client project with a plan for delivering the highest quality
of services to both our clients and their customers. Additionally,
we have systems and procedures in place to ensure that we deliver
on that plan with each and every customer interaction. Many companies
in our industry talk about quality as it relates to monitoring sessions.
Edge recognizes that delivering quality is more than just a "good
monitoring session". Delivering a quality product includes other factors
such as:
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Developing and implementing
a good working script.
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Appropriately training
and testing the agents for adequate
understanding of the products or services that they are presenting.
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Designing and delivering
on an appropriate report format of
program results.
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Putting together meaningful
feedback of what your market is saying.
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At Edge Teleservices, we digitally record each and every call that
we make or receive. Recordings are used for training, quality assurance,
legal compliance, sales verification, etc.
Edge has designed a web-based tool to track results from our agent
monitoring sessions. Each project is assigned a metric threshold for
quality assurance scoring and our agents are bonused for meeting and
exceeding those metrics. Not only does this tool provide us with a
database of trackable results per program and per agent, it provides
a method to analyze agent performance vs. results and gives us the
ammunition that we need to make recommendations to our client.
Yes,
I'd like to talk to Edge.
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