Our Quality Management Services have 4 stages.
Evaluation: On a monthly basis, we conduct a listening based on call distribution, where the entire process is controlled from start to finish. By measuring the service quality of all channels, we identify aspects open to improvement and improve the quality of the operation with feedback and consultancy.
Analysis: We regularly analyze areas of improvement and ensure the follow-up of Quality KPIs and actions. We identify areas of improvement by conducting root cause investigations. We produce actions to eliminate problems.
Reporting: We follow up all evaluation and audit results. We present the results in an action-oriented and easy-to-understand manner, together with recommendations.
Audit: We check compliance with the end-to-end process regarding the identified development areas. We audit the determined subjects, processes, systems and customer representatives and examine the compliance of the services provided with the service quality from beginning to end.
Reporting: We follow up all evaluation and audit results. We present the results in an action-oriented and easy-to-understand manner, together with recommendations.
Audit: We check compliance with the end-to-end process regarding the identified development areas. We audit the determined subjects, processes, systems and customer representatives and examine the compliance of the services provided with the service quality from beginning to end.
Standard Service Model
We measure service quality, analyze the results, and improve service quality through suggestions and actions to enhance customer experience.
We ensure continuous improvement by conducting quality audits and listening to random and specific samples.
Dedicated Service Model
We align with our customers’ needs and goals, leveraging technology to deliver superior quality and customer experience.
We conduct call analyses focused on subject matter, product, process improvement and customer representative development.
