Quality Assurance

We incorporate Six Sigma processes to measure our quality and accuracy.

Six Sigma is an objective measurement of our accountability, ensuring we meet our quality guarantees efficiently and effectively, consistently producing accurate results for our clients. Through our Quality Assurance offering, we assist companies in identifying opportunities and deriving actions to improve their processes, sales conversion and customer satisfaction.

We administer Quality through lofty intentions backed up by sincere efforts, intelligent direction and skillful execution. The process is set into motion with a relentless training and orientation of all our agents. We do not subscribe to the accepted brief of listening and monitoring. At the core of our insistence on quality is a management program which induces our agents to deliver best possible results all along. Assessing, recording and setting targets for call quality, we make an objective analysis of customer-handling skills for every agent within our team – an exercise that gets us in-depth feedback and helps us plug loopholes if any.

Our proven Quality process enables us to:

  • Identify additional information prospects require and add or emphasize it in the script
  • Locate bottlenecks and resistance and consider suggestions on how to improve dialogue
  • Analyse how frictionless the conversation is and revise the order of subjects to make it easier to follow and easier to qualify the prospect
  • Determine the appropriate language to overcome communication barriers