Quality Assurance
The Quality Assurance program at OLS has three components consisting of a monitoring program, a monthly end-user survey and a formal evaluation program. As a partner we can utilize these standard components, customize them for you or if required, implement your existing processes.

Regardless of the methodology or tools used in assessing Quality Assurance, there is a minimum tried and true approach that OLS adheres to thereby ensuring success in meeting your Customer Service expectations.

All of our People are monitored and taped for analysis on a random basis. The rate of monitoring is a function of experience and performance of the agent. Quality Assurance personnel check for listening skills, attitude, customer relations skills, product knowledge, problem solving skills and call documentation results. Feedback on monitored calls is immediate, if necessary, and is always reported as part of a biannual evaluation of each agent. OLS offers you the opportunity to remotely monitor live calls at any time.

With client approval a random sample of callers are contacted each month to assess the satisfaction of the client with respect to the solution of his/her problem and the agent's Customer Service skills. These survey results consistently exceed corporate and industry objectives and are provided at no additional charge to you.

The coaching teams use all collected data to conduct coaching sessions with each agent to evaluate and measure the adherence to the quality standards within their respective program. Training deficiencies are referred to the training team through the Human Resources management team for remedial training. QA reports and tenure on the job determine the frequency of coaching sessions, however all agents receive at least one coaching feedback session monthly.

OLS will work with you to assess your Quality Assurance expectations and implement the appropriate processes to ensure our success.