The work process used in each of Allsec’s processes is codified under ISO 27001:2005. This guarantees that we respect our commitments to our clients in delivering solutions that incorporate precise and controlled working methods. We are focussed in consistent quality for each type of service delivered and in the systematic use of processes that are then adapted to the individual objectives of each of our clients.
The Quality Process
Allsec’s ISO certified quality management system is aligned with the business objectives to continuously benchmark and deliver quality customer-centric solutions that match our clients' expectations.
The quality process is divided into:
- Call Quality Monitoring (CQM), is a quality measurement process to evaluate and establish the quality of voice delivery. This is across the multiple parameters of customer support soft skills, product knowledge and resolution accuracy of an agent
- Data quality assurance, is a quality measurement process to ensure accuracy of the data collected, updated and validated by an agent. This ensures that the error rates are within the service levels prescribed by the client
- Compliance Monitoring, checks for adherence to legal and statutory compliances and conformance to client specified policies and procedures
- Quality on Quality, is a process to check the accuracy of the call quality evaluation carried out by the Transaction Monitoring Officers who work in quality assurance processes
Systematic Measurement of Results
Allsec’s quality approach is always guided by an analysis of customers needs. We ensure that we fully understand these before translating them into Performance Indicators. These in turn enable us to measure our performance and monitor it over time.
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Our Key Performance Indicators are linked to the measurement tools used to monitor all areas of our activity. The ongoing measurement of results helps us to anticipate the development of critical situations and take immediate corrective action.