Call Handling
Dedicated to delivering a high quality service
Echo goes beyond simply delivering to service levels and response time targets. At the heart of our call handling service is a consistent focus on quality. Our application of best practice principles leads to the delivery of a quality experience for the customer.
Our commitment to quality is evident in the stringent call quality monitoring programme we develop for each of our clients. This programme ensures a selection of inbound and outbound calls measured against criteria such as
- Opening salutation
- Spelling and grammar e.g. correct spelling used and confirmed when entering / checking customer details in systems
- Adherence to line of business processes
- Call handled accurately and fully, e.g.: all mandatory fields completed where appropriate
- Correct outcome for call, e.g.: transfer to back office, customer requirement dealt with during call
- Correct use of back office systems
- Adherence to Data Protection Act
Additional criteria can be added to the evaluation process as required by the client.
