The Callbox Quality Assurance Department (QA) is dedicated to Agent monitoring, evaluating and reporting. QA provides continuous monitoring for the campaign’s duration, but new Agents and new campaigns receive particular attention during the mission-critical ramp-up stage.
Reporting
Campaign Coordinators recieve QA reports immediately after calls are evaluated.
QA Reports include: Detailed call performance evaluation, overall score, recommendations for performance improvements and coaching directives.
Productivity Reports: Sales per hour, dials per hour, average call length, etc.
Coaching
Agents who receive an overall rating of below 90% receive coaching within 30 minutes after the call is made.
Agents periodically perform self-critiques and cross-critiques of recently recorded calls.
Coaching methods include: individual face-to-face, individual remote and group.
Quality Development
Weekly Agent reviews include a discussion of all performance indicators.
All Agents complete monthly call performance self-evaluations. Briefing are conducted with Agents on advances within the specific industries.
Skills workshop are conducted periodically on Telesales and Customer Services Techniques as well as on recent developments in the technology.
Training
ATA guidelines and ethics
Agents are rigorously trained and tested on the specifics of each campaign before they make thier first call.
Discussion of campaign objectives, Client expectations and background and any special call performance requirements.
Role-playing of the script, listening to preliminary calls recorded during Pre-production, practice navigating Client website/materials.
Acquisition
Prospective Agents are prescreened for Teleservices experience, computer proficiency and other essential skills.
All new Agents successfully completea one-month Telesales and Customer Service training program prior to their first campaign assignment.
All Agents are college graduates.
All Agents are trained on data integrity standards and their records are periodically spot-checked for adherence.
Evaluation
Agent calls are evaluated in 9 areas: Introduction, Diction,Customer Care, Efficiency, Positioning, Commitment, Objections (Handling), Closing, Data Integrity
Each area is graded in percentage form: 100% (perfect performance), 75%, 50%, 25% or 0% (no credit).
The QA database automatically calculates overall performance score ofr each call evaluated, each agent, each day, and each campaign to date.
Monitoring
Each Agent is monitored daily.
New Agents and new campaigns are monitored several times daily, both live and recorded.
