The Quality Group is accountable for results on the operations floor with success measured using the same key client metrics used as those in operations. Scorecards are a major component of eTelecare’s quality assurance process and provide each employee with clearly defined goals to achieve and continually improve value for our clients. These scorecards determine every employee’s bonus, which can be a significant portion of their compensation. The largest portion of each scorecard is dedicated to the delivery of client value, with a primary goal of being ranked as the #1 provider by the client. At eTelecare, key areas of quality assurance include:

 

By monitoring calls, analyzing them, and intervening when necessary, our proactive approach to quality assurance focuses on changing agent behavior to improve results rather than simply compliance monitoring. We use best-of-breed monitoring and recording software from NICE Systems and proprietary, best practices tools and methodologies focused on measuring agent behaviors that affect key performance indicators and customer satisfaction.