Quality assurance Quality assurance Independent assessment of service delivery
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Assessing the performance of contact centre staff is crucial in ensuring that service levels are consistently high

Managing and validating the conversations Advisors hold with customers daily is a vital and challenging element of running a contact centre. While internal quality monitoring is beneficial. It can also be hugely advantageous to gain external feedback on quality; this allows comparisons and conclusions to be drawn, ultimately improving service quality.

Sigma has a specialised and independent Quality Assurance Team that carries out quality assessments regarding our own contact centre and several clients. Linking the work carried out by the team to the training and development of advisors helps to ensure that advisor skills are constantly developed and improved.

Benefits:

Reassurance – outsourced quality assessment provides independent auditing of the customer contact process
Improved customer experience – focus on continual improvement benefits the customer

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