At InfoCision, we talk a lot about how quality is the cornerstone of our call center solutions. But what does “quality” mean? It means we work tirelessly to make sure our telemarketing services are defined by excellence; superior to our competition; and hands down the best in the industry. Quality isn’t just a buzzword at InfoCision. It’s something we gauge and measure to ensure our clients receive the very best call center services and the highest possible return on investment.
Our trademarked Q3® process keeps all our call centers consistently running at the highest levels of efficiency. This unique system of checks and balances helps InfoCision guarantee we are making the best calls time and time again.
Q3® Quality Assurance
An unparalleled commitment to quality is the
distinctive edge that sets InfoCision apart from the competition. The
Q3® symbol stands for the three unique tiers of quality assurance
InfoCision fuses together to ensure
we make the highest quality calls.
Tier 1
Program supervisors conduct quality
skills assessments (QSAs) for everyone on their team each month. This
comprehensive review ensures that Communicators keep up to speed on
basic phone procedures, follow the approved script precisely, and handle
data entry properly. InfoCision’s quality assurance department also
uses this test as a check for call center quality skills analysts by
crosschecking them to make sure all tests are fair, unbiased, and
consistent. Supervisors work directly with Communicators, creating a
continuous learning environment by answering questions and addressing
concerns immediately.
Tier 2
Located in each call center are call center
quality skills analysts, who are Communicators who have achieved
“expert” status on the phones. Their outstanding performance history and
excellent QSA scores attest to that. After two weeks of intense
training, in-house quality skills analysts move into a call center and
begin Communicator evaluations. Every month, they conduct two QSAs for
each Communicator in their call center. After each evaluation, the call
center quality skills analyst reviews the QSA with the Communicators to
explain what they do well, what they need to improve upon, and ways to
make these improvements. To stay fresh and to make sure call center
quality skills analysts can relate to the criticism they give, they are
required to perform 16 hours of phone time every month.
Tier 3
The independent quality assurance
(IQA) group remotely monitors and evaluates all Communicators in each
call center every month from InfoCision’s corporate headquarters in
Akron, Ohio. This group utilizes a 24-booth work area equipped with a
podium, observation window and the latest in digital recording and
evaluating technology. Members of IQA must also perform 16 hours of
phone time each month to maintain exceptional phone fundamentals, and,
like call center quality skills analysts, must undergo intensive
training. This training fine tunes their listening skills and trains
them on what to listen for, why they are listening for it, and how it
plays into the overall results for the client.
Maintaining Consistent Quality
At the end of each month, the quality
assurance director summarizes and compares the scores from these three
sources to ensure that the respective groups listen for the same call
criteria. To ensure consistency among these three sets of evaluators, we
conduct monthly calibration exercises and accuracy ratings. The
calibration exercises are specific to the types of clients to which the
Communicators are dedicated.
Once a month, QA experts independently
grade a group of randomly selected evaluations from the current month,
generating an accuracy rating. All QA analysts are expected to hit and
maintain a 95 percent accuracy level in their assessments to decrease
the potential for subjectivity. This criterion holds all departments to
the same standard and narrows what could easily be a broad range of
interpretation.