We appoint a dedicated Customer Service Manager with domain knowledge to understand our customers’ requirements; and use a single, consistent point of contact for complete Program Management. 

From the very beginning of any service contract, we put structures in place to achieve excellence: setting up pilot infrastructure, including product training and script writing for our agents; performing in-house testing, mock calls and constant monitoring and refining of the process; and testing directly with external customers. 

Final rollout of all contracts includes ongoing quality control and call monitoring; tape verification and benchmarking; monthly director-level, ‘Project Steering Board’ reporting; and continuous testing against the designated standards of the Service Level Agreement.

If required at any time during a project we will retrain individuals or restructure teams in order to maintain service excellence