In-house Quality Assurance team of ICallBiz guarantees that every Customer Care Representative delivers quality service to all customers & tries to optimize it.
We have developed certain in-house tools for measurement of quality performance of each Customer Care Representative. The feedbacks generated from performance reports are discussed in the fortnightly meeting of QA & CCR.
We emphasis on consistent performance of all the employees for all processes identified during Process Selection phase.
For any work related to data management is checked carefully & systematically by QA experts. All the transactions & data are verified and audited sending it to the client. The client audits these transactions to evaluate of quality.
Faults, errors or inaccuracy identified by our QA team is documented and talk about with the client on a daily basis. Based on the feedback received from the clients, the information is passed on to every Customer Care Representatives ensuring reliability.