GoResponse Telephone Answering Service Staff

Call Quality Monitoring Now Linked To Clients

We’re always looking for ways to increase our clients’ experience; and one project that we’re completed this week is to link our quality management systems to our client relationship systems. The result? Empowered account managers who can track how standards are improving for their clients.

The challenge to maintain continual improvement across the whole call centre is certainly a significant one. As well as evaluating current leading-edge call monitoring assessment tools; we’re maximising those tools that our QA team are already using.

Ian Sears, our Client Services Manager comments:
“It’s great to have real time access to the QA team results, and to have that available to my team. Having to wait for weekly reports was not ideal; and I’m especially looking forward to seeing how this will enhance our new client implementation process.”

We’ve got some great developments in the pipeline – check back soon to see how our QA is going to move to the next level.

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