- Call monitoring & feedback for outbound & Inbound department for process on the basis of their performance.
- Ensuring Quality is maintained on calls.
- Conducting daily briefing, call listening sessions & new updates.
- Conducting Quality induction for recent agents for them to know the quality parameters in depth.
- Preparation of consolidated Quality MIS and mail to clients.
- Call Calibration with Client& Operations
- Conducting refreshers for process improvement.
- Monitor agents Side By Side and provide instant feedback to ensure consistent improvement in the scores for Quality & CSAT.
- Providing one on one & batch training / coaching to the engineers.