Teleperformance’s corporate commitment to quality is at the forefront of our business. We tailor Internal Quality Plans to our client program’s needs to achieve continuous improvement and maintain a superior level of quality. Aspects of our Quality Assurance program include: Continuous improvement and quality control Remote contact observation: live or recorded Digital call recording with screen capture Calibration among internal QA staff Calibration with client Customer courtesy and sensitivity Knowledge management Reporting on quality measurements Quality and ongoing training
Prior to starting any program, our Account Management and Quality Assurance teams meet with our client to develop a comprehensive monitoring strategy. Monitoring criteria will be developed and a weighting system will be agreed upon for assessing each type of customer call. The monitoring criteria and weighting will become the basis for the monitoring guidelines and form that is programmed into our QA system.
Teleperformance has implemented rigorous quality assurance training specialized to each client and with procedures standardized across all facilities. It is our objective to maintain a superior level of quality for each of our clients. To accomplish this, and in conjunction with our efforts to achieve COPC certification, we are embarking upon an effort to reorganize our corporate training efforts.
Agents also receive quality assurance instruction during new hire training. This information is reinforced during “nesting,” and built upon while serving customers on the call center floor through our comprehensive quality assurance process. Quality reporting housed in our Contact Center Management System (CCMS) are used to evaluate the success of our quality assurance training. Management and Trainers use data housed within CCMS quality reports to identify trends in performance and quality. This data is used to help refine training programs, to achieve continuous improvement.
Teleperformance has a centrally managed Quality Assurance department and on-site QA staff. The Quality Assurance department is centralized, providing for an added level of separation and objectivity. This also allows for consistent scoring between locations. The Quality Assurance Representatives (QARs) who monitor and assess our client’s calls are specifically assigned to each program and receive the same training as a new agent so that they become intimately familiar with the program contents and objectives.
We use multiple methods to monitor on-site agents, including live remote monitoring, digital call/screen capture recordings, and side-by-side observation for coaching.
Teleperformance utilizes two groups to perform monitoring: a Quality Assurance group and Supervisors. The percentage of total agent calls that Teleperformance monitors varies by client. QA group monitoring - 2-3 evaluations per agent per week is a minimum. Supervisor monitoring - several evaluations daily / weekly, depending on the average handle time and complexity of support
Feedback to agents is conducted on a daily basis and available online to our agents through our custom-engineered Contact Center Management System. Coaching is conducted on a daily/weekly basis. Coaches spend 20% of their time monitoring and 80% of their time coaching. Remote monitoring is regularly performed on all agents by our QA staff.
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