Quality Control/Verification

As a BPO consultant in UK, we regard quality as important to us as quantity, so with this in mind we have built a team of quality experts to validate calls both made and taken. The Quality Control Team (headed by the Quality Control Manager) is a team of 4 that monitor calls daily to ensure that the quality is of the highest standard.

What do we use? Qualitivity is an advanced automated performance and quality management system specifically designed for Contact Centres. It is an expert solution that allows even further analysis of agents and contact centre performance. It allows us to relate agents contact centre performance to personal characteristics and the capability to grade agents based on individually chosen criteria or across the whole contact centre.