- World class program to ensure client satisfaction, customer satisfaction, and telemarketer compliance and effectiveness
- Each TSR is monitored at least one time per day/shift with feedback usually provided immediately and always within 24 hours
- Program combines remote and side-by-side monitoring supplemented by digital recording of ALL calls
- Weekly, monthly, and quarterly calibration sessions between Contact Center Operations and Quality Management
- Great attention to client calibration sessions during program launch with regular client monitoring strongly encouraged
- Quality metric is 95% based on client supplied or approved criteria
