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    An effective quality monitoring program and service needs to have a structured approach towards designing the solution. Some of the key steps that we follow are as follows.

    Needs Assessment
    A Project Manager dedicated to your account evaluates your requirements, your specific needs, documents your requirements creating a Project Design Plan.
    Create Performance Standards
    Create a customized monitoring checklist and an audit form to understand and analyze the expectations of the interaction process.
    Create Audit Form/Guidelines
    Create performance standards and guidelines which define each item on the checklist and also clearly articulate the scoring methodology.
    Sample Evaluations
    Sample calls/chat transaction monitoring by the Project Manager and QA leadership ensure that the checklist is calibrated and in sync with the requirements.
    Diagnostic/Baseline measurement, benchmarking and calibration to ensure the rating scales are properly defined.
    (Go Live)
    Transaction monitoring and "go live" post initial calibration.
    Client Calibrations
    Post monitoring calibration to ensure that the QA team and the client are in continuous sync with the scoring and evaluations using the checklist.
    Client Review of Reports
    Re-verification of previously verified sample of transactions to ensure data accuracy.
    Reporting and Analysis trends and findings are delivered to the client to confirm data usability.
    Track Progress
    Track agent's performance progress and other trends.
    A robust scorecard is used to evaluate the transactions and monitor for accuracy which ensures consistent and accurate monitoring evaluations and data insights to our clients.

    Contact us today to learn more about our quality assurance services and a proof of concept trial.


    • "Etech's ability to provide quality B2B leads for SuddenLink Communication's outside Sales Representatives has been fantastic. Their ability to get through the gatekeeper to the decision maker has resulted in very generous conversion rates and great incremental revenue. I would recommend Etech to others in need of sales assistance."
      Marketing Business Services,

      SuddenLink Communications

    • "Etech is a very valued partner who ensures a quality interaction with customers resulting in a great customer experience and improved results."
      VP of Marketing,

      National University

    • "Through our partnership with Etech Global Services, we have reduced our chat costs and increased conversions and order value. This program has brought in 60% incremental revenue and is a clear winner."
      VP of Ecommerce,

      Fortune 500 Telecommunications Provider

    • "Etech Global Services helped us reach our Hispanic customers in a meaningful way. We couldn't be happier with the return on investment results."
      Operations Manager,

      Leading Telecommunications Provider

    • “Etech Global Services helped us reach our customers in a meaningful way.”
      Vice President of Marketing, Leading Media,

      Entertainment and Communications Company

    • "The Etech solution has exceeded every one of My Plate's expectations, and has delivered an astounding ROI of 218%"
      Sean Kennedy,

      Vice President of My Plates

    • “Etech has become a superb business partner and to say I have been impressed is an understatement. Their on-boarding process for new clients, high caliber sales agents, and training have been excellent.”
      Sales Director,

      Leading Financial Institution