Quality Assurance
What separates us for our competition is our commitment to quality.
We know how important sales can be but we also know the damage that can be caused by an unethical sale. We strive ensure that each employee is following guidelines set forth. At our company we have a quality monitoring department that their job is to monitor and grade employees on the calls that they take. Every call that is monitored is given a score from 0 to 100%. The scores are based on call flow and how well certain parts of the call are handled. These scores are then given to the manager to review with the employee and sign. The manager is then required to do a follow up form with the employee making sure that any issues are corrected. In the instance that employee has gone outside the scope of general call flow we have an escalation tier system:
- Tier 3 escalation is simple misrepresentation which leads to corrective action.
- Tier 2 escalation is more severe misrepresentation that leads to suspension and accelerated corrective action.
- Tier 1 escalation which is blatant misrepresentation which is automatic termination of the employee as well as penalties for the manager associated with the employee.
Managers are also required to do a minimum of three monitoring forms per day on their team. They are to review with the employee and have them signed off. Each manager keeps a PEAK book. This is a book with all employees’ corrective action, training, development and monitoring forms and performance history. This is used for not only trending but for development on each employee. Our average team size is fifteen agents to one supervisor. This ratio helps with development of the agents as well as quality of the sale.
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