Call Center Services International provides highly qualified and dedicated Quality Assurance agents that will help you improve performance and meet operational excellence as well as gather important business intelligence data.
Customer Service Quality Monitoring is a must for measuring efficiency and effectiveness of your call center operation processes. CCSI’s unique nearshore call center solutions allow you to measure KPIs in real-time. Our Quality Assurance team has the ability to monitor and screen contact center agent calls and provide scorecard feedback to improve the quality of service and ensure quality metrics, performance and continuous improvement. Our approach is to provide call center monitoring of the daily agent performance and assist in strategies that achieve your goals.
Inbound Call Center Call Monitoring Process
Outbound Call Center Quality Assurance
Email/Chat Quality Monitoring
Call Center Quality Monitoring Scorecard Verifications
Agent Compliance
Service and Process Audits
Call Center Quality Assurance Software
Call recordings
System reports
Quality management tools and processes
Supervisor and manager meetings
Real-time goal measurement