The Quality Assurance department works hand-in-hand with the Training Department to prepare new agents for the responsibilities of their position.
The Quality Manager works with newly hired agents during training to stress the importance of outstanding customer service and the client’s quality standards. During the first several weeks on-line, each new agent is monitored to evaluate their performance, answer questions and reaffirm expectations.
Palm Coast Data utilizes objective monitoring to ensure all brand quality standards are achieved and the agent is responding properly according to brand standards. Based on the results of the monitored call, the training manager provides counsel to improve performance by utilizing educational and motivational tools. Quality Assurance and contact center supervisors conduct "calibration sessions" to ensure consistency of adherence to the client's policies and procedures.
Call monitoring results in improved customer service skills, sales results and professional representation.