Quality monitoring and key metrics

Quality management and metrics are fundamental aspects for Do It Right, as this ensures efficient and satisfactory service for our clients. Here is an overview of how these two elements relate in our environment

Quality at Do It Right

Our quality refers to the ability to provide exceptional service that meets customer expectations and company objectives. It involves ensuring that customer interactions are professional, efficient, and satisfactory in terms of problem resolution and customer service

Our quality management involves

I provide support in daily management, establish rules on how to handle information, define methods of customer service, and take responsibility for maintaining direct communication with staff to clarify questions, give recommendations, and structure action plans

Monitoring Interactions

Escuchar y analizar las conversaciones entre los agentes y los clientes para evaluar la calidad de la comunicación, la exactitud de la información proporcionada y la efectividad en la resolución de problemas

Training

Provide ongoing training to agents to enhance their communication skills, empathy, product knowledge, and problem-solving abilities

Feedback y Coachingcess

Provide ongoing feedback to agents on their performance and offer guidance on how to improve in specific areas

Audits

Conduct periodic quality audits to identify patterns and trends in team performance

Management

Integration between Quality and Metrics

Quality management and metrics are closely related in Do It Right. The metrics provide quantitative data that can be used to measure the effectiveness of quality strategies
Gerente de calidad
For example, if there is an increase in resolution time or a decrease in customer satisfaction, corrective actions can be taken at the quality and training level
Gerente de calidad
Our quality management can also affect metrics by improving agents' skills, their focus on customer satisfaction, and their ability to efficiently solve problems
Gerente de calidad

Goal-oriented

We provide solid quality management

A solid quality management can help reduce resolution times, increase customer satisfaction, and ultimately improve key metrics
Operations Manager
Our quality and metrics are interconnected, as quality management seeks to ensure exceptional service, while metrics provide quantitative information on the performance and efficiency of that service
Operations Manager
The functions of the quality department at Do It Right are oriented towards improving processes in order to provide better service to the end user. Therefore, the quality analysts are goal-oriented
Operations Manager

Quality in all our services

Quality analysts are focused on

To encourage teleoperators to become loyal to the brand or product

Add value to the management

Create action plans for proper staff training

Create and plan actions that allow resolving customer complaints

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Conduct work meetings to establish customer service standards

Perform calibrations with the supervisors and operators of the call center

One of our great purposes is

Ensure quality management by

  • Highly trained personnel
  • Operators with extensive knowledge of the product offered
  • Consultants identify the end user for whom the product and/or service is intended.
  • Know customer requirements and/or preferences

Keys in operation

We continuously train our staff

We achieved this through call monitoring. Monitoring allows us to identify opportunities in processes and lack of knowledge about the product or service

Reports

We develop detailed reports that allow the operational area to direct personalized and general action plans, as well as to provide specific training topics

Operators

We identify if the operators have a broad knowledge of the product or service they offer. Additionally, we identify if they are using the correct sales arguments and if they know all the benefits of the product

Sells

This is especially important in sales. Knowing the benefits of the product well provides the operator with more arguments when overcoming objections

We improved the script for Customer Service and Sales

We identify whether the ATC and Sales scripts truly aim to meet the customer's needs. Through call evaluation and analysis, the quality department obtains sufficient information to understand the customer and their preferences. With this information, the supervisor directs the team towards customer satisfaction

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En cumplimiento a lo dispuesto por los Artículo 15, 16 y 17 de la Ley Federal de Protección de Datos Personales en Posesión de Particulares publicada en el Diario Oficial de la Federación el día 5 de Julio de 2010 (la “Ley”), y Artículo 25 del Reglamento de la citada Ley, se extiende el presente Aviso de Privacidad.

Contáctanos/Contact Us

  • Email:contacto@dirsamexico.com
  • Phone: +52 5571581257