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| Discipline: | Independent Quality Assurance Auditing |
| Industry: | Software |
| Product: | N/A |
| Objective: | N/A |
| Challenge: | Design a custom Quality Assurance solution for the rollout of a nationwide DRTV/ BRTV inbound sales campaign across multiple, outsourced call centers in Oregon, Florida and Ohio. |
| Solution: | Incept designed a Quality Assurance solution, with program-specific performance metrics, to accurately evaluate call center agents. Incept utilized on-site performance audits in combination with remote quality/performance monitoring, to ensure that our customer was being represented in a positive, effective and ethical manner.
Incept held weekly performance meetings with each call center to discuss specific agents who were not performing at a level consistent with pre-established performance / productivity benchmarks. Substandard agents were reevaluated against trend analysis data and subjected to a rigorously monitored probationary period or removed from the program altogether. |
| Result: | Our client's call program received the highest internal priority level based on each vendor realizing that we were constantly monitoring and evaluating individual agent performance levels. Our independent auditing process transformed the way these call centers hired, trained and managed for our client's program. In other words, Incept ensured that our client's priority was the priority. |
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