Quality Control/ Quality Assurance
Quality control (also known as "QC") is our procedure or set of procedures intended to ensure that our various sales and services adhere to a defined set of quality criteria or meet the requirements of the client or customer.
We utilize industry standard quality control methods based around the 3 round Customer Callback system. We produce spreadsheets based on the client portal and designate calls accordingly. We suspend agents for undesirable behavior such as misleading, language barriers, fraud, etc.
In order to implement an effective QC program, we first decide which specific standards the product or service must meet. Then the extent of QC actions must be determined (for example, the amount of services sold versus cancellations). Next, real-world data must be collected (for example, the percentage of cancellations) and the results reported to management personnel. After this, corrective action must be decided upon and taken (for example, cancellations must be followed up to see if the customer will reconsider after being often incentives). If too many instances of poor service occur, a plan must be devised to improve the production or service process and then that plan must be put into action. Finally, the QC process must be ongoing to ensure that remedial efforts, if required, have produced satisfactory results and to immediately detect recurrences or new instances of trouble.