Quality assurance & performance management
Antasis commits to provide and sustain a high level of service quality to Client. To achieve this, we have in place call audit procedure to assess and improve the services rendered by the CSRs and Telemarketers. The CSRs and Telemarketers will be regularly evaluated to determine their ability to meet the performance standards. In addition, the quality assurance process also serves to identify any strengths and/or weaknesses among the CSRs and Telemarketers. The audit results influence management decisions, such as on:
- CSR/ Telemarketer training program – Monitoring allows detection of common weaknesses within service. Knowing these we can provide appropriate and timely coaching as well as training exercises to address service traits needing improvement.
- Redesign audit process – If a recurring problem is identified, there may be a need to review and redesign the call audit process.
- Better resource allocation – Through call monitoring, we will be able to determine the suitability of a CSR to the hotline and Telemarketer.
- Staff incentive and recognition schemes.
