IBSI has a proven track record in providing exceptional Quality Assurance (QA) support in a multi-lingual environment. IBSI works closely with our clients to establish a Quality Program. Here are some of the main points in our program:

Establishing a Quality Program

• Understanding the customer contact process
• Determining key quality metrics
• Quality monitoring components
• Customer expectations
• CSR actions and behaviors
• Monitoring tools
• Methods for monitoring quality
• Internal and external monitoring operations
• Delivering feedback
• Monitoring technologies and how to choose one
• When and how to share quality results with other departments
• Documenting the quality program
• Piloting and implementing the program

We also provide Quality Assurance as an independent third party auditor on behalf of our clients. Please contact a sales rep for more details by clicking here.