Quality Assurance
Call Monitoring
Description:
Includes listening to and evaluating 12 call recordings per month for every call centre agent
Cost per call is linked to the number of call centre agents
• 1 – 10 agents: R55.00 per call
• 11 – 30 agents: R45.00 per call
• 31 – 50 agents: R40.00 per call
• 50+ agents: R35.00 per call
Escalations
Description:
Informing agents and management of the transgression committed by the agent
Providing measures to be implemented to ensure that the transgression is not repeated
Cost: Free
In-house Reporting
Description:
The reports are sent out monthly and include the following:
– Quality and Compliance Overall Scores
Additional monitoring findings Coaching Calibration Sessions Improvement areas The Wins Training Sessions
Cost: Free
Coaching
Description:
Coaching is offered after an agent has received 3 escalations or as per client’s request
One on one coaching with the agent
To identify the root cause of the behaviour
To provide recommendations
Assist agent with the action plan
Cost: R450.00 per agent per session
Additional Call Monitoring
Description:
– Complaints and query handling
– Client’s audit
– Agent investigations
Cost: R55.00 per call evaluation
Calibration Session
Description:
Monthly sessions are done in groups / teams / departments with the aim of ensuring alignment in response to the transgressions and trends picked up while evaluating calls.
Sessions are limited to 15 call centre agents and take approximately one hour to complete.
Cost: R1,250.00 per session
