Our Quality Assurance program at Global Response is meticulously aligned with your brand’s standards and designed to monitor, measure, develop and maintain Brand Specialist performance that meets or exceeds your ideal.
Each of our clients has different goals, standards and expectations for their brands. We work side by side with each client to create a customized Quality Assurance form that is aligned to their brand and their needs. The form for each account is created jointly with our client, line item by line item.
This QA form is a living, breathing document that continues to evolve based on each client’s needs.
We monitor calls, email and chat using the Quality forms to ensure Brand Specialists follow the right processes and procedures when working with customers, as well as to ensure customer satisfaction and loyalty.
A Quality Manager or Supervisor monitors, scores and coaches each Brand Specialist weekly with the form as their performance checklist. In addition to individual coaching, group huddles and training sessions are planned around performance trends that are revealed by the Quality process.
We are the eyes and the ears of our clients, and vigilantly communicate opportunities to them.
Our quality program helps us identify areas of opportunity and strengths that benefit the brand. That extends even beyond developing and maintaining Brand Specialist strengths.
If process improvement opportunities become apparent through our work with customers, we share that information with our client, revealing opportunities that they may not have previously known existed.
Our Quality program is transparent to our clients. We meet weekly – or at their preferred frequency – to share the results and analysis of monitoring as well as to make sure we are in line with their scoring expectations in a process known as calibration.
At the same time, clients always have the ability to monitor Brand Specialist phone calls, emails and chats – along with us or independently – as often as they wish.
Contact us today to find out more about how our robust Quality Assurance process can work for you.