5CA’s philosophy is that quality of service is a differentiating factor in a service oriented world. We therefore work alongside all of our clients to ensure that service is delivered to meet their expectations and keep their end users satisfied.
Having set up the support procedures, scripts and systems with our clients’ input, ongoing analysis is key to high quality support. The process of monitoring quality starts by analysing the customers’ experience from the moment they dial the last digit or press the send-button to reach one of our agents.
We analyse the average waiting time before an agent responds to a request, average handling time, satisfactory solution rate, response per activity, escalation rate and any other criteria our clients may be interested in monitoring. The analysis is carried out on a daily, weekly and monthly basis and reported back to our clients.
5CA’s Quality Assurance and incentive strategy for our agents is based on several factors of which quality of service and continuous quality improvement are the most important. Agents are evaluated based on soft skills, hard skills and procedures to ensure they are delivering a well-rounded service so that our clients and their customers are kept satisfied.