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Quality Assurance
WBI implements a customized quality assurance program for all of its customers. Quality Assurance is a separate entity that reports directly to VP-Operations but works in conjunction with the training department, to ensure the transference of data on a daily basis and allows new discoveries to be immediately addressed in the training, before the employee gets to the production floor. The key components of this program are:
- Auditing of CSRs. 10% of all interactions are audited in comparison to industry norms of 2%.
- Quality Assurance Reps. WBI maintains a ratio of 1 Quality Assurance Rep for every 10 CSRs as opposed to the traditional call center ratio of 1 to 30.
- Verification Reps. WBI maintains a ratio of 1 Verification Rep for every 15 CSRs. Verification reps ensure each transaction meets all of the laws set by the Federal Communications Commission and the Federal Trade Commission requirements. For example, the customer clearly said "yes" to the purchase and not "uhhah" and the time the transaction happened was within the allowed hours set.
- Focus on Cient SLAs. A focus is maintained on Service Level Agreement (SLA). Managers who have become specialists in the program manage performance metrics on an hourly basis.
- Internal Key Performance Indicators. These are measurement tools developed by the leaders of the program in conjunction with a client representative that allows all parties involved a view of the strengths, weaknesses, progress, and failures of what is happening internally.
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