QA / Call Monitoring

QA / Call Monitoring

Add more Quality Assurance staff to monitor live calls!

NEARSHORE QA / Call Monitoring Solution

Call Center Services International provides highly qualified and dedicated Quality Assurance professionals that will help you improve performance and meet operational excellence as well as gather important business intelligence data.

Quality Assurance is a must for measuring efficiency and effectiveness of your call center operation processes and CCSI’s unique nearshore model allow you to measure KPIs in real-time. Our QA 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 monitor daily performance and assist in strategies that achieve your goals.

QA / CALL MONITORING

QA / Call Monitoring Services Include:

  • Inbound & Outbound Quality Monitoring
  • Email/Chat Quality Monitoring
  • Verifications
  • Agent Compliance
  • Service and Process Audits

This approach includes collecting and analyzing data from the following sources:

  • System reports
  • Quality management tools and processes
  • Supervisor and manager meetings
  • Real-time goal measurement

WE TAKE PRIDE IN OUR AGENTS ABILITIES AND KNOW-HOW

Our agents have excellent interpersonal skills, motivated spirit, are IT knowledge, and have a service-oriented mindset.

WE TAKE PRIDE IN OUR AGENTS ABILITIES AND KNOW-HOW

Our agents have excellent interpersonal skills, motivated spirit, are IT knowledge, and have a service-oriented mindset.

PCi
HIPPA
SIGE
ACA
CAC
RMA