Your business thrives because of the quality of your products or services. Customers expect the best from you and you continually strive to meet their expectations. We at Endicott know you expect us to deliver quality answering service solutions, and we pledge to deliver nothing less than the best.
Endicott has developed its quality assurance and monitoring processes to consistently achieve our clients’ customer service goals.
Agent interactions are monitored to ensure your guidelines, scripting, and customer interactions meet and surpass your expectations. We’ve extended quality assurance beyond the monitoring of agent performance and have implemented Quality Assurance (QA) across our entire customer support organization.
This is how our QA works for you. Our agent team leaders use a variety of monitoring tools that allow them to review the quality of each customer interaction. Our team leaders have the skill set that allows them to provide coaching and feedback as necessary to ensure agent performance exceeds your communication standards.
Our QA program is an ongoing process that includes close collaboration between you and your Endicott account management team. We schedule milestone meetings with you to ensure we are on target with our commitments and calibrated on action plans. Your Endicott Quality Assurance Analyst (QA Analyst), a member of your account management team, documents the details of any quality issues and tracks them to completion.
Your QA Analyst keeps close communication with our technology, training, and management teams on any open quality issues in reporting their findings and progress towards resolution.
The Endicott QA Analyst assigned to your account has metrics they are tasked to attain and have a goal of 90% or higher in the quality of your program parameters. If the quality goals for your Endicott programs fall below expectations, we will implement the appropriate action plan that details each step to be taken towards achieving the desired quality goals. This action plan is distributed to the key managers at Endicott to ensure progress and follow-up in a timely manner.
Quality Assurance is an integral part of the Endicott culture. We will provide you with the highest level of quality available in the industry.
Contact Endicott today at (800) 947-3227 to learn how our QA processes help to assure your programs meet and exceed service expectations.