How do you know that your agents are doing a good job? How do you check up on them?
Quality Assurance is our highest priority. Our goal is 100% customer satisfaction and we constantly employ numerous methods to ensure that all calls are handled in the most professional manner possible. To accomplish this, we regularly record the majority of calls across all clients for later review. Managers also listen into “live” calls and make regular “test” calls to our staff members to experience the service they are providing on a first-hand basis. We also randomly contact customers to receive feedback. Additionally, our phone system closely tracks hold time, talk time, and several other statistics, which are reviewed by management on a daily basis.
How do you go about hiring new people and safeguard the high quality of service a new staff member will provide to my customers?
A variety of procedures are in place to insure that only the highest caliber of personnel become members of Tier 3 Support. The process often begins with our own staff members who refer a significant number of new leads to us. These potential candidates are then carefully screened and their references are checked in full. They are then trained by a senior staff member for several days and listen in on live calls. This is followed by additional one-on-one training with a manager who coaches the new prospect as they first begin to take calls. During this entire process, the new recruit still holds a “contractor” status and is only hired after they have proven that they can constantly provide the high level of service we require. In the extremely rare event that things don’t work out with a new team member, we quickly terminate the contract and hire a replacement, or increase part time staff member hours until a replacement is found.