Here’s how we deliver a superior consumer experience.
Quality assurance (QA)
How can you ensure your customers receive the level of service that will make them loyal to you? Percepta’s QA processes make certain our clients receive accurate and relevant information in a clear, timely, and appropriate manner. QA provides daily, weekly, and monthly feedback on individual and collective CSR performance. QA scope may include inbound/outbound calls, email, and white mail correspondence. Our QA also verifies compliance with client expectations and identifies market trends along with improvement and revenue opportunities.
Key QA elements
- Continuous monitoring of contacts
- Quality skills coaching to ensure corrective action
- Evaluations to ensure consistency
- Calibration to ensure repeatability and reproducibility between evaluators
- Inter-departmental integration for enhanced communications
QA benefits
- Improved contact quality
- Increased customer satisfaction
- Improved measurements and trending of customers’ perceptions of quality
12 questions in under 5 minutes can tell you a lot. 
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