ACT360° Media Ltd. - Call Center Auditing

Introduction

With the explosive growth of call center outsourcing to India and the Philippines, enterprise customers require a process to monitor and evaluate the language skills of operators.

Call center operators are foreign nationals that have gone through intensive technical and service training, and are fluent in English.

However, the quality of English pronunciation may vary among the operators. Pronunciation issues may result in complaints from in-bound callers about the heavy "accents" of call center operators.

ACT360 offers Call Center Auditing as a way to spot problems immediately and ensure high quality of service.

Benefits

Improve call center customer service.
Reduce call center outsourcing risk by using ACT360's independent evaluation.
Differentiate your outsourcing operations and maintain high quality of service.
Detailed report cards for additional training and suggestions for improvement.

Applications

Call center operator quality control for
internal staff.

Independent quality monitoring of
outsourced operations.

Third-party verification service for outsource firms to manage and train their staff

Features

Random sampling of in-bound calls to each operator.
Digital recordings are evaluated by ACT360 English professionals.
Evaluations are conducted by Canadian English training professionals with Masters degrees and at least 10 years experience.
Written assessments and suggestions for improvement are provided for each operator.
Summary report with action plan is provided to management to correct any problems that show up.



Introduction With the explosive growth of call center outsourcing to India and the Philippines, enterprise customers require a process to monitor and evaluate the language skills of operators. Call center operators are foreign nationals that have gone through intensive technical and service training, and are fluent in English. However, the quality of English pronunciation may vary among the operators. Pronunciation issues may result in complaints from in-bound callers about the heavy "accents" of call center operators. ACT360 offers Call Center Auditing as a way to spot problems immediately and ensure high quality of service. Benefits Improve call center customer service. Reduce call center outsourcing risk by using ACT360's independent evaluation. Differentiate your outsourcing operations and maintain high quality of service. Detailed report cards for additional training and suggestions for improvement.		Applications Call center operator quality control for internal staff. Independent quality monitoring of outsourced operations. Third-party verification service for outsource firms to manage and train their staff Features Random sampling of in-bound calls to each operator. Digital recordings are evaluated by ACT360 English professionals. Evaluations are conducted by Canadian English training professionals with Masters degrees and at least 10 years experience. Written assessments and suggestions for improvement are provided for each operator. Summary report with action plan is provided to management to correct any problems that show up.