Quality
Live call monitoring would ensure adherence to quality standards. Based on the service levels desired by Client and the industry standards for call center operations specific quality monitoring checklists would be developed and calls evaluated. Agents would be committed to training in case of deficiency in meeting the standards. Repeated deficiency would result in removal from the calls.
- 4 levels of quality control
- Client specific certification before call authorization
- 5% calls live barged
- 10% calls audited on recordings
- Monthly QC feedback session with C SAT discussion
CB has been continuously rated among the top performing Call Center units for our multinational clients year on year in comparison with 175 countries operations.
An AC Nielson study for one of our clients rated our service high above the industry average. Almost all our clients have exclusive Call Center arrangement with us, testament to our excellent credentials.
