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.
Step-01
Needs Assessment |
A Project Manager dedicated to your account evaluates your requirements, your specific needs, documents your requirements creating a Project Design Plan. |
Step-02
Create Performance Standards |
Create a customized monitoring checklist and an audit form to understand and analyze the expectations of the interaction process. |
Step-03
Create Audit Form/Guidelines |
Create performance standards and guidelines which define each item on the checklist and also clearly articulate the scoring methodology. |
Step-04
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. |
Step-05
Diagnostics/Benchmarking |
Diagnostic/Baseline measurement, benchmarking and calibration to ensure the rating scales are properly defined. |
Step-06
(Go Live) |
Transaction monitoring and "go live" post initial calibration. |
Step-07
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. |
Step-08
Client Review of Reports |
Re-verification of previously verified sample of transactions to ensure data accuracy. |
Step-09
Coaching |
Reporting and Analysis trends and findings are delivered to the client to confirm data usability. |
Step-10
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.