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Quality Assurance Methodologies
 
Our Agent Supervisor constantly monitors the agents' performance providing on the floor support while agents are answering real time customer queries.

Quality Assurance

i-serve's Quality Assurance Team ensures that every agent delivers quality service at every customer contact.

We have an in-house quality monitoring process that utilises formal instruments of measurement. This process establishes exceptional quality levels and tracks agents' performance based on the following criteria:
 

 
  • courtesy
  • communication
  • call control skills
  • product or service knowledge
  • overall professional conduct and performance
 
 

                                                                   

 

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