Call Center Quality Assurance and Monitoring

Quality is the foundation stone of any business. A company can taste success only when it develops and maintains high standards of quality. Quality at work decides the efficiency, productivity and conversion monitoring rate for any company. At Flatworld Solutions, we believe in Quality as a way of life. We are among the leaders in call center outsourcing services providers.We owe this status solely to the call center quality assurance and call center quality monitoring standards that we follow.

We, at Flatworld, understand that Quality plays an important role at each and every stage of a process. By incorporating quality management, control and monitoring, we get the best out of our resources. Our call center quality assurance standards are well above the industry average and speak volumes of our high commitment and focus on customer satisfaction, the backbone of the call center industry.

Call Center Quality – How good are we?

Flatworld is ISO 9001:2000 certified. We have undergone independent audits, such as Customer Operations Performance Center (COPC) and the eServices Capability Model (eSCM). Both these audits are external certifications by credible, independent and neutral third parties that measure specific operational parameters. The process is quite rigorous, adept at identifying problem areas and establishes our credibility with our customers.
Total Quality Management (TQM) and Six Sigma quality checks and have proved beyond doubt that Flatworld is among the leaders in Call Center Quality Assurance standards. Our strict adherence to the Six Sigma methodology of increasing process capability, reducing re-work and increasing the quality of our performance has kept our productivity level consistently on an increase. These various tests of our Call Center Quality Assurance confirm that we are as good as we say we are.

Call Center Quality – Task Flow

Call center quality monitoring is one of the most important aspects to maintaining high call center quality assurance standards. With a set of few simple procedures, Flatworld reaches the core of call center quality monitoring and management. These steps are followed at regular intervals to make employees aware of existing levels of performance and also of any changes or improvements to the process made either by the company or the customer. From developing customer contacts, managing them in an orderly fashion and generating reports on performance, our Quality Monitoring procedure encompasses all areas of call center quality setting and discovers scope for improvement at every stage of the process.

Call Center Quality - Process

The beginning of all call center outsourcing services is at the process flow level. Flatworld treats its human capital as its most invaluable resource. Our employees are highly motivated, dedicated and professional. To get their best results, we have based our organizational structure on the Manufacturing industry. With our well-designed and structured process flow, high call center quality standards and success rates are achieved. We replace usually followed hierarchies by standardized specifications so that each team, performing specific tasks, works independently and contributes to the company as a whole. Read more about our Call Center Process Flow…

Our call center quality assurance standards are clearly brought forth in our recruitment, training and induction stages to make sure that all new recruits strive to succeed at the pre-determined levels of productivity and efficiency.

Call Center Quality - Infrastructure

Quality results can only be produced by supporting infrastructure. Flatworld boasts of state-of-the-art infrastructure giving us the edge over our nearest competitors. We possess scalable distributed technology architecture. Our multiple levels of redundancy ensures continuous access and data transfer. Our distributed dialer technology, web-enabled engines, matching engines and other customer-based infrastructure provide you the best possible results in the industry.

The Witness software that we use is well suited to the needs of all call center outsourcing services. Other call center outsourcing service providers record about 10-20% of the calls which are mostly sales conversions. Every single customer is important to our customers and so we offer 100% complete end-to-end recording of all calls for analysis and research. Our agents treat each customer as their most important and maintain our call center quality standards up there with the best. Read more about our 100% Recording…

Your access to our Call Center Quality

From accessing our database to receiving detailed analysis reports, from listening to any call of their choice to actually training our agents, Flatworld provides online web access to its call center operations. Our Graphic User Interface (GUI) checks all calls for quality and prepares individual and group reports on the same. Our customers have access to these reports and can suggest any changes if needed. Customers also have access to data tagged with the call used for analysis. This constant feedback from the customer keeps the process running exactly according to the customer’s requirements and increases the quality of the output. The complete visibility and access to our performance maintains a customer-specific approach with focus on customer service of the highest quality. Read more about our Call Center Operation Transparency…

Raise your call center quality standards with Flatworld!

Flatworld Solutions sets the benchmark for call center quality standards. We have been a call center outsourcing service provider for several years now and have risen among the ranks to stand amongst the best in the business. Our call center outsourcing services have instigated significant boosts in our customers’ businesses.
For a view of our Call Center Quality Assurance at work, read some of our Call Center Case Studies

For call center quality standards beyond par, outsource to Flatworld Solutions now!

Read about Flatworld's call center case studies.

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Find out more about outsourcing call center technical support services to Flatworld.