Quality monitoring does not get more extensive than it does at Customer Focus Services. No wonder this considering our broad and expansive industry expertise. We have serviced millions of customer contacts in the past 8 years. This experience provides us with a large pool of trained reps who have become quality monitors. Additionally we have developed training programs and quality monitoring structures that ensure consistent delivery of service standards throughout our organization.

Our agents have been exposed to issues related to Customer Service, Consumer Products Support, Consumer Electronics Support, Order related Issues, Software Product Support, Billing & Accounting Inquiries, Medical Billing & Recovery Issues and other Help Desk Inquiries.

Our internal quality monitoring initiatives have reduced average handling time, resulting in large savings for our clients and enhanced customer ratings. The impetus behind this initiative was that offshore outsourcing was new at the time and the most prominent issue to be tackled was one of quality. Cost savings were guaranteed for companies outsourcing their operations to centers based in India, but the question that we focused on was whether we could deliver the level of quality our high profile clients absolutely required.

One way of sustaining a high level of quality assurance was through the development of an extensive Quality Management program. This Quality Management program would have as its goal consistent improvement of the levels of customer satisfaction when calls were being handled in-house while the in-house center was optimally staffed.

Customer Focus Services has its own proprietary Quality Management software. Our software engineers and quality management team have spent many years developing and enhancing this robust software. The Quality Management software helps us provide Outsourced Quality Assessment services to our clients at a reasonable price.

We monitor 10% of all calls. The scores are reported the following day to each individual customer support representative and team manager. This ensures close to real time information transfer amidst the team members keeping a close tab on the work performed, thereby guaranteeing optimal quality service to the client.

With the data made available by this system we were able to pinpoint where training needed to be enhanced and understand what areas needed improvement. This process has led to an accelerated rate of learning among our customer support representatives. In fact, the time required for an agent to become a ‘senior agent’ status was reduced by 40%.