Quality Management

Quality Management

Quality Assurance

Speed Answer takes pride in the quality of work produced by our team. We record and maintain a record of all calls, chats, emails, etc. for one year. Our quality assurance team listens, evaluates, scores calls and other forms of communication, and provides feedback to our representatives.

Our leadership works with each client to build their own brand-specific customized quality scorecard. Our representatives flag the primary reason for the call so clients may see areas needing attention, for example, the website is down, or a product issue.

Call recordings are reviewed with clients on a regular basis to recalibrate scripts and troubleshoot common issues. During these meetings, our team will recommend ways to improve service and further enhance the partnership.

working meeting

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