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Etech Global Services: Going the Extra Mile in Quality Assurance

June 12, 2015 Matt Rocco

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 the means by which we measure the effectiveness and efficiency of business processes and here at Etech, we pride ourselves on the fact that our QA offering is second to none.

We have developed a 10-step process that assists companies in identifying opportunities and developing actions that improve their processes, sales conversions and overall customer satisfaction. Here’s how it works:

  1. Needs assessment: A project manager is assigned to the customer’s account to evaluate needs, requirements and document plans.
  2. Create Performance Standards: We create a customized monitoring check-list and audit form to understand the expectations.
  3. Create Audit form guidelines:  We create performance standards and guidelines defining each item on the checklist and articulate the scoring methodology.
  4. Sample Evaluations:  The Project Manager and QA leadership ensure that the checklist is calibrated and in sync with the requirements.
  5. Diagnostics/Benchmarking: This provides a baseline measurement to ensure the rating scales are properly defined
  6. Go-Live: Transaction monitoring and “go live” post initial calibration.
  7. Client Calibrations: Post monitoring calibration to ensure that the QA team and client are in continuous sync with the scoring and evaluations using the checklist.
  8. Client Review of Reports: Re-verification of transactions to ensure accuracy
  9. Coaching: Etech delivers Reporting and Analysis trends to the client to confirm data usability
  10. Track Progress:  A robust scorecard is used to evaluate the transactions and monitor for accuracy which ensures consistent and accurate data insights to clients.

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

In addition to our Quality Assurance program, we also offer an effective and customizable quality management platform to companies with internal contact centers.  Q-Eval, our stand-alone software, captures specific metrics to provide intelligent reporting that can be used to improve internal call center performance. It is completely customizable to your specific needs, and can be easily interfaced with your current system.

If you are in need of a Quality Assurance system, contact us today.  We have the options you need.

This Blog entry was written my Matt Rocco, President and COO of Etech Global Services. If you would like to learn more about Etech and our contact center technology and service solutions, please contact us at info@etechgs.com.

Matt Rocco

Matt Rocco is the President/CEO for Etech Global Services. Matt is a 38-year veteran of the BPO industry. He has held key leadership positions within Dun & Bradstreet, The Berry Company, and Etech Global Services. In the past 38 years, he has spent time in every facet of call center operations and outsourcing processes. Matt has been an avid speaker at many industry events and was featured in the articles of various renowned periodicals including The Wall Street Journal, Contact Center World, Call Center Magazine, Call Center Times and others.