Quality Assurance
Comprehensive Quality Assurance Practices
At ARC Pointe Call Center, we dedicate significant resources to ensure the highest quality in all client interactions—whether voice, chat, or email. Each interaction within our contact center is meticulously monitored by our Quality Assurance Team. This allows for the evaluation and optimization of agent communications. Our proactive monitoring strategy not only assesses quality but also provides immediate feedback to agents, enhancing their performance and ensuring timely improvements during customer engagements.
Evaluation & Monitoring
Our Quality Assurance Team prioritizes continuous quality improvement and works in close collaboration with support staff, including Team Leaders and Managers. This collaboration extends to daily monitoring and coaching sessions across all communication platforms, maintaining high service levels throughout the center. In our Live Chat and Email Response environments, we employ similar monitoring processes, involving transcript reviews and metric tracking to ensure consistent quality in electronic communications.
Agents undergo regular evaluations—at least once every two days—to assess their communication skills against various quality criteria. Following these evaluations, agents receive detailed feedback highlighting their strengths and areas for improvement. Additionally, agents are encouraged to share their feedback on their experiences and challenges, which is then communicated back to our clients to foster transparency and continuous improvement.
