24 Hour Call Management Services
Quality Assurance

We believe our new business team is the start of our quality control. It’s their job to understand what you are looking to achieve – only then can they propose a solution that will work within our environment and at the same time give you the results you seek.

Following on from this you will be exposed to quality procedures throughout our business relationship. Our focus is specifically on the people who will answer your calls – here is a brief resume of our processes:

Recruitment

New call handling staff are selected against set criteria including assessments of typing skills, telephone manner, knowledge and experience.

Induction Training

Induction training for new starters is carried out over 2 weeks and includes extensive training in communication skills and an emphasis on their key role in your business.

Coaching

Regular agent coaching is carried out by our team leaders to ensure we maintain the standards our clients expect. Team Leaders are also benchmarked regularly to guarantee consistent best practice.

Ongoing Training & Qualifications

All of our agents have achieved or are working towards NVQ2 in Call Centre Skills. All trainees must successfully pass through a three-part training programme to obtain the skills and knowledge before they take our most difficult calls.

Mystery Shopping

Office Response carry out regular Mystery Shopping on our own service to ensure the high standards we set for ourselves are actually being achieved. All feedback from this activity is disseminated through the business to continuously improve quality standards.

Staffing Levels

A key factor in providing the consistently high levels of service is to staff at a high level in comparison to the number of calls we expect. We use what we believe to be the premier staff planning software tool on the market provided by QMax (www.q-max.co.uk). This enables us to relate our staffing levels to the projected call volumes and hence maximise our call handling efficiency.