Quality Assurance
What is it?
A high level of customer service, with front line staff acting as the first point of contact for patients seeking care, is essential to a positive patient experience. Our Quality Assurance programs help organizations maintain the highest standards of best practice through call reporting, real-time analytics, screen capture, regular feedback and training.
How does it work?
Our fully qualified agents receive call recordings and screen captures weekly, and run voice analytics and provide agent-insight to measure the standard and quality of call interactions. This report is then fed back to management and staff on a weekly and monthly basis so the necessary improvements can be made.
Why do you need it?
Quality assurance programs are essential in developing a series of best-practice standards with measurable goals. This is necessary in order to create an environment of constant improvement, with a focus on staff training and data metrics.