Our experience has taught us that one of the most effective ways to improve Quality is to measure and align all the Quality Management systems with End-Customer-Satisfaction. We implement this learning and philosophy in every aspect of our Operations Management in InSO. Various processes and tools (including Verint Ultra Quality Monitoring System, Agent Evaluations, Surveys etc) enable us to monitor and improve the quality of our operations, to delight your customers.

We have consistently maintained/exceeded industry standards for customer satisfaction across all our Operations.

Our Mortgage Customer Support Operation was rated 90% in a Gallup Customer Satisfaction Survey conducted on behalf of our Client.

We meet and beat all our quality objectives by:

• Benchmarking and setting new standards for Quality metrics compared to current standards
• Aligning all internal and external Quality Processes

In doing so, we continuously improve overall performance and continuously add value to our Client's business by improving end customer experience.

Key components of our Quality Methodology

• InSO Quality Team
• Standard Quality Processes at InSO:
• CSR Monitoring and Feedback Process
• Calibration Process
• Proprietary Quality of Sale Process for Outbound Programs
• Verint Call Recording and Monitoring System

InSO Quality Team

InSO Quality Team includes a good balance of personnel who have graduated from the Operations floor to the Quality Team. All of them have a thorough understanding of program metrices and are well trained to monitor and provide feedback to Customer Support Representatives.

Quality Assurance is an independent group in InSO that reports directly to the President. The Team is headed by the Quality Manager and consists of dedicated Quality Analysts and Quality Executives for each program.

Top

InSO Quality Processes

We provide a wide range of services to our clients and help them in turn provide high quality operations to their customers. Given our multi-channel approach, quality metrics for each channel (such as email, chat, inbound voice based customer support and outbound tele-calling) are defined independently.

Our Standard Quality Process comprises of:

• Measuring end Customer Satisfaction
• Measuring Quality through Quality score-cards/feedback forms
• Providing feedback to our agents - through a combination of written, real-time and oral feedback sessions
• Calibrating our Quality scores with our clients and end-user Customer Satisfaction data
• Statistical Analysis of Quality scores and trends that result in determining quality improvement plans with quantified goals.

1) CSR Monitoring and Feedback Process:

We have elaborate call monitoring, calibration sessions; process monitoring and feedback systems in place to ensure that InSO Quality Standards are predictable and consistent.

The Quality Analyst assesses a customer support representative's performance according to specific predetermined evaluation criteria and defined guidelines. The QA's main goal is to provide objective feedback, which is based on the customer support representative's performance on calls/emails.

CSR Quality Monitoring Process:

• QA monitors the CSRs as per a predetermined schedule
• QA monitors atleast two calls per day and
• Every CSR receives feedback at least once a week

Different types of Monitorings:

• Side Jacking
• Remote Monitoring
• Monitoring Recorded calls and Screen shots
• Remote Client Monitoring

In the initial stages of a project, the call coach will side jack with a CSR and monitor a call live. The call coach will evaluate and provide the CSR with feedback using the Observation Feedback Form.

This reduces the learning curve of the CSR and ensures higher quality. Call monitoring is done at least 5 times every day for each new CSR. Once a CSR gains expertise and the project stabilizes (typically 6-8 weeks), the frequency is reduced to 1% of the calls handled. In addition we have a refresher program, which is conducted by the QA and the Project Trainer to address areas of improvement for the CSR.

Top

2) Calibration

InSO has a Calibration Process in place to align the various Quality measurement mechanisms including end customer satisfaction, InSO internal Quality Monitoring Processes and Client Quality Monitoring Processes.

On a weekly basis, the InSO team evaluates a few sample calls with the Client Quality team to identify the potential differences in the evaluation process. The same exercise is carried out internally by the InSO Quality and InSO Operations teams. Ultimately, all Quality measurement mechanisms are aligned with the end Customer Satisfaction score.

Internal and external Quality scores are reported on a daily basis. The weekly, monthly and quarterly reviews have a dedicated section to discuss the Quality target, performance and action plan for improvement.

3) Proprietary Quality of Sale Process for Outbound Programs

InSO has successfully initiated a proprietary Quality of Sale Process for all Outbound Programs to ensure that only sales that fulfill all the predetermined evaluation criteria are sent across to the Client.

A team of Quality Executives reviews and does a quality check on all the qualified sales before they are sent to the Client.

4) Call Recording and Monitoring System

• 100% Voice and Screen capture of CSRs
• Customizable Quality Score Cards
• CSR evaluation mechanisms
• Work flow to flag and escalate exceptions
• Web based access to include Client Operations Management and InSO Operations Management
• Integration with multiple systems and
• Analytics reporting.