Evaluation: On a monthly basis, we conduct a monthly evaluation based on call distribution where the entire process is controlled from start to finish. By measuring the service quality of all channels, we identify areas for 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 conduct end-to-end compliance checks on identified areas for improvement. 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 conduct end-to-end compliance checks on identified areas for improvement. 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 enhance service quality through suggestions and actions to improve the customer experience.
We ensure continuous improvement by conducting quality audits and performing random and specific call monitoring.
Dedicated Service Model
We align with our customers’ needs and goals, leveraging technology to deliver superior quality and customer experience.
We conduct call analyses focusing on subject matter, product, process improvement, and customer representative development.
