Quality Assurance
Telecom Networks guarantees that all customer care and telemarketing calls (Inbound – Outbound) meet the quality standards set by the customers.
In order to achieve this goal our Quality Assurance Department relies on a standardized auditing process that provides feedback in order to maintain the agent’s performance at its highest level.
All agents are monitored in at least 4 complete calls per week and the results are evaluated at the end of each month.
The levels of quality and accuracy are set at 99%.
The aspects taken into consideration while monitoring the calls will be agreed by Telecom Networks and the Customer. At all times the following skills we be considered: company branding, professionalisms and correct greeting, technical skills, trouble shooting, policy accuracy, accountability, efficiency, assistance, and proper closing.
Each and every one of these skills will be prorated assigning greater importance towards the professionalism and the accuracy of the information handled.
Through this process and in conjunction with continuous training and coaching we strive to highlight the positive aspects of each agent and therefore emphasis a culture of positive attitude.
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