Quality Assurance

How Do We Do It?

The old adage that “you can’t expect what you don’t inspect” rings true.

How do we approach quality assurance?

• We work with you to define SLAs tailored to the expectations  you have for your program.
• Next, we employ robust monitoring and analytics to verify that that these standards and additional KPI metrics are consistently met, and then present this information in a score card customized for you.
• Performance reports including call and wrap time, hold, ASA, and call volume are available on a daily, weekly, and monthly basis, and even more often if needed.

In real time, our supervisors are monitoring dashboards that give them visibility to all activity for all agents and queues so they can quickly adjust if necessary.   While they can listen in on any live call (and even provide whisper coaching), all calls are recorded and archived.  Our quality managers review and score call samplings as often as makes sense for your program.

We can provide you with easy access for you to personally monitor and evaluate performance.  Your feedback is always welcomed.

Your Role in QM

Superior can create and run your entire quality monitoring program if you choose; you can be involved in as much or as little as you want to be.  Either way, we collaborate with you to drive continual resolution improvement, cost savings through efficient interactions, and customer experience delight.

And, our services are SOC1, SOC2, and HIPAA Compliant.