About Us | Service Offering | Facility Tour | Contact Us   Home Feedback Site Map
remote tehnical support center
Enstaserv - ensuring stable service
Infrastructure | Risk Mitigation
Software Technical Support
Hardware Technical Support
Database / System administration Technical Support
Quality Adherence
Enstaserv Compliance
About Us
Quality
Infrastructure
Risk Mitigation
Careers
People
Feedback
Contact Us

Enstaserv Compliance/ Checklist

   1. Introduction to Quality Monitoring

 

What is quality monitoring?

  Benefit of quality monitoring
  Methods of quality monitoring

   2. Quality Monitoring Lifecycle

 

Quality monitoring - from hiring to ongoing training

   3. Monitor Calls, E-mails and Chat Sessions

 

Who performs quality monitoring?

  How frequently is quality monitoring performed?
  When should you monitor?
  Monitoring based agent classification

   4. Agent Feedback

 

Who gives feedback?

  When will feedback be given?
  How is feedback given?

   5. Training and Coaching

 

How is training and coaching performed?

  What programs are offered?
  Who performs training and coaching?
  When does training and coaching occur?

   6. Survey criteria

 

Measuring agents - what are criteria?

  Ensuring equal criteria
  Sample criteria
  When does training and coaching occur?

   7. Scorecard content

 

Benchmarks

  Basic scorecard categories and Sample Scorecard

   8. Implementation

 

Checklist

  Guidelines
  Top
(c) Copyrights 2003-04 Enstaserv Privacy Policy