Quality

Quality Assurance

At Corporate Call Centre we are serious about achieving our Vision, "to complete a quality call" so quality assurance is a must. Our Customer Service Representatives receive comprehensive training and they also undergo regular call monitoring. This includes:

• Calls recorded, assessed and then feedback to the Customer Service Representative
• Data entry review for accuracy and adherence to process
• Systems are regularly monitored and backed up.

Training and Development

All our Customer Service Representatives work to an individual training programme. It is only when the required standard for a client's products and services is reached that a Customer Service Representative receives that client's calls.

Training programmes include:

• Telephone etiquette
• Client knowledge
• Our systems and processes
• Relevant legislation, e.g. The Privacy Act, Fair Trading Act
• Our advanced Customer Service Representative study for the National Certificate in Call Centre Operations.