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This month’s leadership development: New leader Assimilation, Aspiring Manager, and Sexual Harassment Prevention.

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    Overview

    Etech Global Services offers BPO quality assurance services to increase sales and enhance customer satisfaction as well as gather important business intelligence.

    Quality Assurance is a must for measuring efficiency and effectiveness of business processes. Through our Quality Assurance offering, we assist companies in identifying opportunities and deriving actions to improve their processes, sales conversion and customer satisfaction. We also provide intelligent data with the help of our Call Center Quality Monitoring program that produces insight which will drive business improvements. An effective quality assurance model and plan help us deliver better sales results, improve customer experience, and ensure all regulatory and compliance requirements are met consistently.

    All of our business process outsourcing communication is augmented by our quality assurance team to ensure that every interaction is positive and we are continually improving. We also leverage this information to uncover business intelligence data to understand customer perceptions on promotions, pricing and competitive offerings.

    You can view your quality metrics at any time through our quality reports and analytics. In a single report, you can easily track quality scores, calibration variance, agent performance, and much more. We also provide a host of ad-hoc reports to meet all of your reporting and business needs.

    Additionally, we also offer analytics and call center quality monitoring software on a stand-alone basis for companies with internal contact centers. Our QEval Software allows your agents and/or supervisors to login to the QEval module anytime to perform evaluations, review evaluations, analyze up-to-date reports to drive agent skill effectiveness, and improve service and sales conversion.

    Our global solution, with onshore, off-shore and near-shore locations, allows us to offer QA support 24/7/365. No matter where your customers live, how they are communicating with you (voice, chat, email, text), or what language they speak - you can be assured that the interaction will be monitored for quality.

    We'll partner with you to deliver proactive solutions that help increase customer satisfaction, sales and overall service.

    Some of our common quality assurance services include:

    • Inbound & Outbound Quality Monitoring
    • Email/Chat Quality Monitoring
    • Sales Verification
    • Agent Compliance
    • Customer Service Audits
    • Process Compliance Audits
    • Legal Compliance Audits
    • Do Not Call Verifications

    Our clients have seen the following results with our Quality Assurance Services:

    • 12% Increase in Customer Satisfaction
    • 22% Increase in Average Order Value
    • 35% Reduction in Average Handle Time
    • 45% Reduction in Agent Turnover
    • 200% Increase in Agent Productivity

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