QA / Call Monitoring

CALL CENTER QUALITY ASSURANCE & CALL MONITORING

Call Center Quality Monitoring Program

Call Center Services International provides highly qualified and dedicated Quality Assurance agents that will help you improve performance and meet operational excellence as well as gather important business intelligence data.

Customer Service Quality Monitoring is a must for measuring efficiency and effectiveness of your call center operation processes. CCSI’s unique nearshore call center solutions allow you to measure KPIs in real-time. Our Quality Assurance team has the ability to monitor and screen contact center agent calls and provide scorecard feedback to improve the quality of service and ensure quality metrics, performance and continuous improvement. Our approach is to provide call center monitoring of the daily agent performance and assist in strategies that achieve your goals.

QA / CALL MONITORING

Our Call Center Quality Monitoring Service Include:

  • Inbound Call Center Call Monitoring Process

  • Outbound Call Center Quality Assurance

  • Email/Chat Quality Monitoring

  • Call Center Quality Monitoring Scorecard Verifications

  • Agent Compliance

  • Service and Process Audits

This approach includes collecting and analyzing data from the following sources:

  • Call Center Quality Assurance Software

  • Call recordings

  • System reports

  • Quality management tools and processes

  • Supervisor and manager meetings

  • Real-time goal measurement

Benefits of Call Monitoring Services in Mexico

  • Globally competitive call center services pricing (reduce costs by 50%)
  • Maintain control of the agents, processes and performance objectives
  • Abundant availability of bilingual (English/Spanish) agents
  • Strategic location minutes from San Diego California
  • Cultural alignment to North American customers
  • World-Class infrastructure and technology

ESTABLISH YOUR QUALITY ASSURANCE CONTACT CENTER IN MEXICO

Mexico offers unique nearshore benefits that other destinations can't compete with, such as excellent customer service call center pricing, proximity to the U.S. and abundant bilingual agents to provide a great customer experience.

ESTABLISH YOUR QUALITY ASSURANCE CONTACT CENTER IN MEXICO

Mexico offers unique nearshore benefits that other destinations can't compete with, such as excellent customer service call center pricing, proximity to the U.S. and abundant bilingual agents to provide a great customer experience.

PCi
AICPA SOC
HIPPA
SIGE
ACA
RMA