Quality of service is one of our main preoccupations. N-Allo continually strives to optimise the quality and the handling time of the interactions between your customers and our agents in order to improve your customers’ overall satisfaction.
We measure quality of service using four indicators:
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quantitative results:
accessibility, productivity, first-time fixes; -
quality of call handling:
voice, attitude, structure of the call, knowledge of the product or service, compliance with procedures, cheft; -
data quality:
exhaustive, accurate, relevant; -
customer satisfaction:
your satisfaction and your customers’ satisfaction.
To achieve the best possible quality, we apply a methodology for quality monitoring that is based on:
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Individual listening ins:
this is a way of checking the quality and the content of the calls and is used as a basis for working out specific action plans to maintain the required level of service; -
audits:
systematic random listening ins by quality auditors to evaluate the overall quality of service; this type of audit not only monitors the quality of our customer contacts, but also the of the resources deployed to support the agents in their mission; -
coaching:
this involves follow up of the agents in the field and is intended to ensure appropriate support for the agents and uniformity in the messages given to customers, in order to ensure a constant quality level.
All listening in, whether individual or for audits, are processed using scorecards covering the different quality standards.
N-Allo uses three types of standard scorecards based on the type of project: Customer Services, Telesales and Telemarketing. Next to this, for certain projects, we also use tailor made scorecards developed in close collaboration with our clients.
We also organise ‘cross-monitoring’ sessions during which the various parties involved in quality control evaluate a series of calls together. Our clients are also invited to take part in these sessions.
