At DR Republic, we make every plausible effort to ensure that our clients are provided with the best quality service at all times. When we think of quality, we do not simply focus on call monitoring; we enforce total quality management tools, which allows our team to monitor calls, complete monitoring forms, analyze results, and provide agent’s feedback and coaching plans.
Team supervisors use these tools and systems to track agents on specific client calls as well as evaluate overall quality and performance.
We employ a three tier approach to ensure quality is maintained in every customer interaction.
Prior to the program launch, the National Accounts Manager coordinates with the client to schedule periodic call calibration meetings. During the calibration process, the Quality Assurance Analyst works with the client and the DR Republic team to identify possible gaps, discrepancies or problems that may need to be addressed in monitoring and training sessions. This ensures that the QA analysts are aligned with the team and are well aware of the client’s requirements.
Quality Index and Trend Analysis
The QA analyst documents scores during the calibration process in order to better track trends in quality management. This helps identify and analyze specific areas where the team can expect discrepancies and can evolve their methods to avoid any problems and ensure all processes run smoothly.
Quality Calibration and Process Management
The Quality Manager works in close coordination with the Quality Assurance Analyst to manage call quality. Their team coordinates with the client and call center representatives on a bi-weekly or monthly basis while holding ongoing meetings with each contact center that is handling the client’s calls to ensure that all concerned parties are aligned with the goals and objectives of the program. Script and program specifics are evaluated and necessary changes are made to deliver the highest quality standards and improve overall call flow.
We can say with absolute certainty that when you sign up with DR Republic, you sign up with extraordinary excellence in quality.