Quality Assurance
Agents are required to meet the criteria for Quality as per the requirement of their assigned projects. May it be calls made or received, the Quality Control Specialists monitor live and evaluate agents on a weekly basis and report to the respective Project managers on the floor. The Project Managers report to the client and the CEO of the company on a weekly basis.
HighTEL strives to provide the highest quality of service and turnaround time, as dictated by the clients market and customers. Therefore, we do regular quality assurance. In addition, Hightel BPO will perform regularly scheduled quality calibration sessions with Client. This helps establish control and compliance, as dictated by our customer requirements, and it also helps in providing outstanding service and client satisfaction to your client base.
Hightel’s Quality Assurance Process Hightel BPO believes in a high level of Quality Control. Metrics are set and established with the client initially. When a new program kicks off, literally 100% of all transactions are checked for accuracy. As metrics are met, this is gradually ramped down to 50 % then 25 % then a normal industry standard of random monitoring. Monitoring is calibrated by asking the client to do weekly QA checks with the Hightel BPO’s QA team to insure the validity of the Hightel BPO QA team. Tools for mentoring and role playing are used to maintain standards in all the areas of an agent’s transaction processing. Furthermore, we have quality assurance forms with the scores of the agents assigned to a program according to performance. Hightel BPO can provide remote monitoring of our agents and your company can have direct access to it. The calls can be retrieved using the Rep’s Name, Rep’s ID, time of the call, incident number from the CRM, Call Disposition etc. Recordings can be retained as long as the client would like. We track and monitor the number of calls resolved within the first call vs. the need for escalation. At the onset of the program Reps are monitored heavily, initially 10 % of all calls are monitored. As the reps quality is proven stable we gradually ramp down to reach a level of 3% of all calls being motored.Normal formal feedback is provided weekly by the QA team. However, if the QA team observes a call that is in any way detrimental to Clients program, the rep will be immediately taken off the phone and given corrective feedback.
Human Resource policies & Retention:
It is important to highlight some of the HR practices, which have helped drive employee motivation and retention. The turnover rate is less than 5% - better than industry and other similar businesses.
We have been able to manage such low turnover rates through policies that plan for employees’ career paths, promoting of internal employees
to higher and more senior positions, and by providing a climate that instills loyalty e.g. we provide transportation from the agents homes to our offices and back to their homes. Hightel BPO provides very attractive work enjoinment. All these actions lead to a motivated employee base that strives to drive customer satisfaction to the highest levels.
Hightel strives to provide the highest quality of service and turnaround time, as dictated by the clients market and customers. Therefore, we do regular quality assurance. In addition, Hightel BPO will perform regularly scheduled quality calibration sessions with Client. This helps establish control and compliance, as dictated by our customer requirements, and it also helps in providing outstanding service and client satisfaction to your client base.
Hightel’s Quality Assurance Process
Hightel BPO believes in a high level of Quality Control. Metrics are set and established with the client initially. When a new program kicks off, literally 100% of all transactions are checked for accuracy. As metrics are met, this is gradually ramped down to 50 % then 25 % then a normal industry standard of random monitoring. Monitoring is calibrated by asking the client to do weekly QA checks with the Hightel BPO’s QA team to insure the validity of the Hightel BPO QA team.
Tools for mentoring and role playing are used to maintain standards in all the areas of an agent’s transaction processing. Furthermore, we have quality assurance forms with the scores of the agents assigned to a program according to performance.
Hightel BPO can provide remote monitoring of our agents and your company can have direct access to it. The calls can be retrieved using the Rep’s Name, Rep’s ID, time of the call, incident number from the CRM, Call Disposition etc. Recordings can be retained as long as the client would like.
We track and monitor the number of calls resolved within the first call vs. the need for escalation..
At the onset of the program Reps are monitored heavily, initially 10 % of all calls are monitored. As the reps quality is proven stable we gradually ramp down to reach a level of 3% of all calls being motored.
Normal formal feedback is provided weekly by the QA team. However, if the QA team observes a call that is in any way detrimental to Clients program, the rep will be immediately taken off the phone and given corrective feedback.