Quality Assurance

• 
 TTS has a QA ( Quality Assurance ) department dedicated full-time to agent monitoring and coaching.
 
• 
 TTS utilizes our proprietary QA Module software application.

Quality Assurance Guidelines:

• 
 TTS considers Quality Assurance to be a critical component of any successful campaign.


Monitoring:

• 
 All Agents and Campaigns are monitored and evaluated daily
• 
 New Agents and new Campaigns are monitored several times daily
• 
 Call monitoring methods include live, remote, desk-side and voice-activated recording
• 
 Data screen monitoring is available
• 

In-language call monitoring is available in English, Spanish, Korean, Cantonese, Mandarin, Tagalog, Vietnamese, Japanese, Russian and French


Quality Development:

• 
 Weekly Agent reviews include a discussion of performance evaluation averages
• 
 All Agents complete monthly call performance self-evaluations
• 
 Periodic briefings are conducted with Agents on advances in the high-tech industries
• 
 Instructional computer books and tutorials are available for all Agents
• 

Skills Workshops are conducted periodically on Telesales and Customer Service techniques as well as on recent developments in the technology



Recording:

• 
 All monitored calls are recorded for use in individual and group coaching
• 
 Edited campaign recordings can be made available for Client review on tape or CD format
• 
 Call recording is available for campaigns requiring sales verification


Ethical:

• 
 Total compliance on all State and Federal laws
• 
 Active membership in The American Teleservices Association
• 
 Total adherence to ATA guidelines and ethics



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