When you need quality control reviews for continuous improvement

Overview:

• The client had a 24/7 helpdesk service with complex call flows
• These flows involved multiple decision points in order to resolve the call efficiently.
• They engaged us to enhance their outsourced service to include voice recordings so they could perform quality assurance checks on the calls we handled

Challenge:

• Implementing a regulatory compliant solution that would not only record calls but make the call recordings available to the client

Solution:

• We consulted with the client on the most appropriate wording, incorporating their branding requirements
• We implemented our Business Intro customised greeting, to let the caller know that their call will be recorded and that they could opt out if they so preferred.
• We upload authorised recordings onto their client portal.
• The client is now able to conduct their own call quality assessments as and when they need to help us continuously improve our service to their customers.

If you’d like to know more about our bespoke Business Intro services,