Call Center Quality - TigerTel/UTR

TigerTel/UTR believes that performance and quality assurance processes are vital to achieving program objectives.

TigerTel/UTR works closely with each client to ensure that the process for quality assurance is clearly defined, understood and agreed upon by everyone.

TigerTel/UTR educates every member of the team working on your behalf to ensure that expectations are realistic, attainable, and then achieved.

Checks and balances are in place to ensure quality standards are met every step of the way.

Quality assurance ensures ongoing evaluation through regular and routine reporting.

Along with a baseline standard for consistent reports, quality measurement personnel are expected to fulfill the following obligations: immediate feedback after monitoring, participation in focus groups, participation in training classes, client monitoring sessions, occasional call handling, and personal development training.

Call Monitoring and Recording

With telephone transactions becoming more and more complex, TigerTel/UTR uses technology to provide clients with the ultimate yardstick and backup.

Our system has the capability to record all telephone interactions between agents and both inbound callers and outbound call recipients. Stored as .WAV files, these calls can be accessed with a simple database lookup and played on any sound-equipped computer. They can be reviewed and then, as with any file, attached to an email and instantly forwarded to any specificed recipient - our client, a client's customer, or any third party. It's insurance that calls are handled as they're supposed to be and can sometimes be the legal proof that a conversation, transaction, or report actually occurred.

For more information about Canadian call center industry leader TigerTel/UTR quality