The Q3® symbol stands for the three unique tiers of quality assurance InfoCision fuses together in a system of checks and balances to ensure that we make the highest quality calls possible.
|
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 cross-checking 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
Also located in each call center is 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. |
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.
Back to top