Offsite Kinetics places a significant importance on its client support and quality assurance procedures to better facilitate the needs of its customers
* Best-in-class quality assurance methods to effectively measure and enhance call center representatives’ performance
o Dedicated staff of quality assurance employees
o Supervisor-to-agent ratio of 1:15
o Quality assurance representative-to-agent ratio of 1:20
* All metrics are tracked and documented daily at the Agent, Supervisor and Center Manager level
* Daily monitoring sessions
* Data field verification
* 100% sales verification and programmed edit checks
* On-site QA at each location
* Remote monitoring capabilities
* Agents receive coaching and development from Supervisors relative to the score they received from monitored calls
* Coaching in form of role-playing or additional training
* Customer service is scrutinized through live random monitoring, remote monitoring, 100% digital call recording, and real time data entry
