We believe that quality assurance is more than a way to guarantee minimum standards. Consistent engagement offers the opportunity to make every agent more effective tomorrow than she was today.
At Global Telesourcing, training and quality assurance are overseen by the same individual. That’s not a coincidence. It’s our corporate philosophy of ongoing talent development in action.
We employ a holistic, ongoing skills improvement process that extends from initial training throughout an agent’s tenure:
- 100% of calls are digitally recorded, allowing us to combine live monitoring and recorded sessions to provide a comprehensive basis for coaching.
- We work with clients at the outset of each program to define quality assurance objectives and establish appropriate metrics. We also hold regular calibration sessions to make sure the system is working.
- Agent incentives demand good QA scores. In fact, no bonus compensation is awarded to agents achieving less than 85% in this area.
- At least once per week, agents undergo a personalized review with their team lead and program manager to review their calls, identify strengths and weaknesses, and set a weekly plan for improvement.
- New agents are “nested” in a special environment with a higher coach-to-agent ratio to instill best practices quickly and increase their long-term success.
