Quality Services

IST is delighted to be partnering with ECCO to delivery contact center quality monitoring services.

The quality of services provided by the contact center is critical to retaining business and building loyalty amongst customers. To ensure quality a number of processes are implemented and can be defined in conjunction with your specific requirements.

• Random calls are monitored for quality of the call handling and adherence to agreed-upon scripts.
• ECCO's dedicated quality department overlooks all aspects related to quality in the operations.
• Mystery caller techniques are implemented to ensure the quality of service provided.
• Results of quality control calls are logged and used in the agents assessment and appraisal.