Quality Assurance and Monitoring
It's crucial to our clients and Intercon Messaging that every call be handled with the utmost professionalism, responsiveness, and friendliness. This is why Intercon Messaging has deployed a four-part quality assurance program.
Take Your Customer Service Standards to The Next Level
It isn't enough to just answer the phone. At Intercon Messaging, quality is about so much more than just a statement or thought. Providing quality service is built right into our culture. That's why it's no coincidence that our agents are known as some of the most welcoming representatives in the industry.
We genuinely care, which is evident in how our employees handle each call with due diligence and excellence. It is the cornerstone of every phone call, interaction and client we proudly represent.
We Are Constantly Learning and Improving
Our quality assurance team regularly analyzes the calls made and received by our contact centre agents. By accessing and evaluating these real time, real world conversations, we can provide our team with the guidance and recognition they need to succeed.
So, how do we ensure consistent, personalized, and professional call quality for your callers?
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We conduct regular call management reviews on all of our client accounts for the first thirty days to ensure our service standards are met and to confirm if we need to adjust the account script to effectively support callers.
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As our new hires move through our training program, the QA team provides additional support by auditing four random calls, on a weekly basis. This allows our trainers to identify what objectives are met as well as the areas in which our training team may need to re-focus.
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Once agents have completed our initial training program, they are encouraged to continue the evaluation process by participating in our call bonus incentive program. On a monthly basis, agents voluntarily review four of their calls and submit the results to our QA team, who then pick 4 other calls which are rated and used for incentive. Based on the final scoring, agents may be eligible for a monetary incentive.
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As a multiple award winner of several national call management awards, our standards for excellence are instilled in every employee. To do this, we participate in random call testing provided by the Canadian Call Management Association and the National Amtelco Equipment Owner's Association.
