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Quality-Control Audits

We can measure the performance of your phone services and management staff

We monitor call quality for all transactions

and all types of contact

Calls and emails between your lines of business and all service-providing agents.

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Reception
of calls

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Randomized call monitoring

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Appropriate
tools

document

Detailed
quality-control log

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Final
report

Levels of Monitoring

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Program Level

Aimed at measuring the performance of your services, helping to avoid Critical Errors for both the customer and the firm.

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Agent Level

Aimed at measuring agent performance, identifying opportunities for improvement as well as for company follow-up.

Sample Selection

We use a statistical formula that lets you define key variables:

Accuracy

Our monitoring process evaluates the number of Critical Errors of your service. This lets you measure management performance vis-à-vis the guidelines in the client contract.

Critical Errors

These are serious errors that impact company procedures and management performance, as well as:

Non-Critical Errors

These are errors that do not undermine the transaction process.

Actions

Corrective actions at both

the agent and program level

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