Allsec's ISO 9001:2008 certified quality management system is aligned with our business objectives of continuously benchmarking and delivering quality, customer-centric solutions that exceed client expectations.
All processes are well defined and managed in accordance with this QMS and also conform to the Best-in-Class Standards.
Our Quality Function is divided into a suite of processes:
Call Quality Monitoring (CQM)
This quality measurement process evaluates and establishes the quality rating for Voice delivery and Customer Experience. It is run across multiple parameters, viz. customer support soft skills, product knowledge and resolution accuracy provided during the call by the Customer Support Officer.
Program Quality Assurance (PQA)
The process checks for adherence to legal and statutory compliances and conformance to client specified policies and procedures.
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Quality on Quality
The process checks accuracy of the call quality evaluation carried out by Transaction Monitoring Officers, who work on quality assurance processes.
Systematic Measurement of Results
Our quality approach is always guided by an analysis of customers' needs.
We ensure these are fully understood before translating them into Performance Indicators. This in turn enables us measure our performance and monitor it over time.
Our Key Performance Indicators are linked to measurement tools used to monitor all areas of our activity. The ongoing measurement of results helps us anticipate the development of critical situations and take immediate corrective action whenever required.
Call Quality Monitoring Services
Allsec are pioneers in offering Call Quality Monitoring Services as a stand-alone business offering. In the BPO context, this focuses on technical support and sales, apart from end-to-end customer life cycle management service offerings.
We also offer this service for Non-voice processes, viz. chat and email transactions.
Additionally, we also perform certifications for subject matter experts and resolution experts from client teams; for which we have a proven business model catering to this CQM service offering.
Allsec uses comprehensive total recording solutions provided by leading players in the domain, supplemented with in-house developed applications that automatically deliver calls for evaluation and make the auditing process efficient.
A completely automated system is used for monitoring and evaluating calls, chat and email transcripts. This application and aggregate tools are developed in-house.
The system and tools take care of end-to-end Transaction Monitoring process requirements, with intelligent, customizable evaluation forms, a unified evaluation and feedback delivery system, synchronized on-the-job training, comprehensive and drill-down reporting structures that can generate numerous reports instantly.
TNI (Training Need Inputs) are also provided scientifically, so that Customer Support Officers can be relevantly trained as per need.
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