Client relationship quality is at the
core of Global Call Center’s services
and its organization. The incorporated tools
and quality procedures allow for flexible and
tailored services based on well-known methods,
highly qualified personnel and a state-of-the-art
information management system.
Quality assurance
on a technological level
Global Call Center has invested in a quality
control system devised to evaluate and improve
the performance of services rendered to our
client partners.
Global Call Center’s network, in addition
to the shared network of the holding group
SPG SA, allows us to satisfy the requirements
and the needs of our client partners in a
flexible and pro-active manner.
Quality assurance
on services level
Since 1999, Global Call Center has been ISO
9001 certified for training activities, consulting
and technical calling support.Global Call
Center is also a Microsoft Certified Partner
and holds the following certificates/licenses
:
Microsoft
Certified Education Technical Center
Microsoft Gold Partner for Support Services
IT system and CRM solution have been implemented
by our group engineers in order to maintain
autonomy regarding maintenance and the development
of new and specific procedures tailored to
the needs of our client partners.
Quality Assurance
on the services level
A comprehensive and reliable program of both
qualitative and quantitative control and follow-up
procedures is meticulously applied.
Results are analyzed on a daily basis. The
slightest dysfunction can be analyzed in real
time and can be subject to a corrective and/or
preventive action.
Activity reports position and monitor the
level of services. These integrate the statistical
findings in real time: agent activity report,
group/skills activity report, VDN activity
report...
In order to guarantee
total transparency of provided services, we
execute regular discreet listen-ins, both
on location and long-distance, which are available
to our client partners in question.
