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Quality Assurance

At IDT Global we believe that our quality assurance (QA) program is one of the best in the industry. We emphasize accountability and teamwork throughout our organization, enforcing stringent performance standards.

At IDT Global our contact center QA supervisors are able to silently and seamlessly monitor multiple agent desktop activities.

QA Supervisors monitor calls made for training, security and quality monitoring purposes. Call center supervisors are also able to listen to and/or record phone conversations with standard digital voice recording agent monitoring utilities at the same time they are viewing the agent’s desktop activities. IDT Global Supervisors can silently view as many agent desktops as is possible to be effective.

IDT Global uses state-of-the-art quality monitoring applications. A customizable scoring report card across 5 categories for agent evaluation is used. There are a number of pre-set default criteria available dealing with items like presentation, product knowledge, disclosure, handling objections etc. Agents can be rated from 1-5 or not rated within each of the criteria. The default criteria can easily be changed by call center supervisors to better suit the unique needs of their call center business.

Comments, summaries and reports can also be generated with the quality assurance monitoring application.

IDT Global’s Quality Assurance objectives are:

To maintain a strong, stable department that monitors and assesses all telephone presentations of sales and customer service representatives to ensure compliance with established Quality Standards and Service Level Agreements
To be able to identify representatives that need additional skill coaching and assessment
To document calls with standard scorecards and provide consistent feedback and suggestions relative to improving telephone service productivity and desirability.

To deliver upon this commitment, we deploy the following:

Strong staffing & recruitment process:
Hand pick QA specialists for specific programs
Must have previous telemarketing phone experience
Must have been in top tier in sales or customer service
Strong communization and interpersonal skills
Tested on Analytics - must be able to identify and assess problematic calls
Must be certified in program - strong product knowledge

For more information call 1-888-438-8843 or write to us – TODAY.

Quality Assurance
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