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Quality Assurance

Quality Assurance

The levels of quality and accuracy are set at 96% or above

Telecom Networks guarantees that all customer care and telemarketing calls (Inbound – Outbound) meet the quality standards set by our clients.

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.

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 positive company culture.