Call Center Quality Assurance and Monitoring

Customer satisfaction is the primary goal of the call center industry. Being a major contributor to business growth, it is very important that customer service is of the highest quality. At Flatworld Solutions, we help you provide the best customer service to your customers through our call center Quality Assurance (QA) services. We have been providing call center quality monitoring services for over 20 years, and are among the leaders in the industry. Our QA standards are well above the industry average and speak volumes of our commitment and focus on customer satisfaction. Our employees are highly motivated, dedicated professionals who treat each customer with utmost courtesy and maintain the highest of quality standards.

Call Center Quality - how good are we?

At Flatworld Solutions, we believe in quality as a way of life.

• We are ISO 9001:2000 certified and also have multiple partner certifications with reputed organizations
• Our strict adherence to the Six Sigma methodology has consistently boosted our productivity levels and quality of performance
• We act on feedback from customers to increase quality levels and keep processes running according to our partner's precise requirements
• Our call center recruitment, training and induction procedures ensure that all new recruits perform at pre-determined levels of productivity and efficiency
• As a part of training needs analysis, our QC team reviews all the sampled calls

Quality Monitoring Procedures

We have developed our call center quality monitoring and management systems after years of research and analysis of call center processes. Our call center quality monitoring procedures cover all areas of call center quality assurance and we aim for improvements at every stage of the process. We replace the commonly-observed hierarchy system with a set of standardized specifications, so that each team, performing specific tasks, works independently and contributes to the company as a whole. High quality standards and success rates are achieved with our well-designed and structured process flow. Read more about our Call Center Process Flow.

Infrastructure

At Flatworld Solutions, we have state-of-the-art infrastructure that gives us an edge over our competitors. Here's what sets us apart -

• Scalable distributed technology architecture
• Multiple levels of redundancy to ensure continuous access and data transfer
• Graphical User Interface (GUI) to check all calls for quality
• Witness software allows you to track performance down to an agent level, measure supervisors and centers
• 100% complete end-to-end recording of all calls for analysis and research. Read more about our 100% Recording policy

Transparency and Feedback

Complete visibility and access to our performance records speaks volumes of our customer-centric approach and focus on service of the highest quality.

• We provide access to our database
• We provide detailed analysis reports
• We provide access to data tagged with the call for analysis
• You can listen in on any call
• You can even train our agents!

Read more about our Call Center Operation Transparency ...

Raise your call center quality standards with Flatworld!

Flatworld Solutions sets the benchmark for call center quality standards. Our call center quality monitoring services have resulted in significant growth in our customers' businesses. To learn more about call center Quality Assurance at work, read some of our Call Center Case Studies.