• Quality Assurance…an Approach

    Posted on January 01, 2005 in Contact Centre Ops

    Quality Assurance (QA) is a method for assuring management, owners, customers or anyone that the organization is producing products or services at a predetermined level of quality. Typically QA is the gathering, analysis and reporting function of an overall approach to quality in an organization. Quality assurance is not primarily a performance management program, but […]

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  • Service Standards

    Posted on December 01, 2004 in Contact Centre Ops

    It is essential for all organizations to assess and then define the standards of service they will deliver to their clients and customers. These standards set the expectations in the customers mind as well as in that of the organizations staff. This whitepaper sets out the rationale and framework for establishing service standards within any […]

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