Quality Assurance

One of the greatest benefits to outsourcing is having access to a specialized talent pool, without the costs of recruiting, training, and monitoring your own large workforce. At FrontLine Communications, we are first and foremost dedicated to our people, who not only represent the face of our business, but also act as the front line for our client’s businesses. We know first impressions matter and therefore we do everything possible to ensure our agents put your best image forward.

FrontLine Communications invests considerable time and energy into ensuring the highest level of quality for all customer interactions. Not only do we only hire the right people for our client accounts, but we also consistently monitor every incoming and outgoing interaction in our contact center. This allows our Quality Assurance team to proactively monitor our agents and create accountability for each employee. Not only does our evaluation process focus on the quality of each call, but also focuses on improving each account to ensure our client’s are consistently satisfied with our service.

Evaluation & Monitoring

The focus on our monitoring efforts is on improvement. We have a dedicated Quality Assurance Manager who works closely with the support staff who also perform daily monitoring and coaching sessions to ensure high service levels throughout the center.

Our monitoring procedures are performed on a daily basis with every agent monitored a minimum of once every X days. During each test, the agent’s are evaluated and scored on various quality criteria for the call. Each agent is consulted on their performance and told what areas they were successful in and where they can show improvement. At this time, the agents also provide any feedback they may have on an account, which is shared with our client.

Motivation and Retention

Employee retention is important to any organization, but in the contact center industry, keeping quality agents and managers is crucial to success. FrontLine Communications understands the value of having happy employees and focuses on a creating a career path for all employees, no matter what their role in the organization.

Because of our people focus, FrontLine Communications has a strong record of employee retention. We have accomplished this by providing positive incentive and motivation programs in the contact center. Through contests, employee recognition, team building events, flexible hours, “open door” policies, and a “hire from within’ policy, we have a strong retention rate and one of the lowest turnover rates in the industry.

To learn more about Quality Assurance practices contact us at 1.800.530.1121 today.