NuComm’s Quality Assurance team

NuComm International was built on the belief that continuous improvement and excellence in human resources and process management drives the quality of its service. For this reason, NuComm has a dedicated Quality Assurance department and team that monitor agents each and every day. Key members include:

•  Data Auditors: This team is comprised of senior agents that have consistently met minimums on their programs and have shown the highest level of aptitude with minimal to no errors in client systems. These carefully-selected individuals not only check each contact center record but also make corrections if an error is found. All errors are recorded in a database that can be reported on by Agent or by team. In turn, supervisors then use this data to coach the agents on how to improve performance and reduce error rates.

• Voice Auditors: NuComm’s voice auditors are a dedicated group that would work completely independent of your operation. Their primary function is to objectively assess the quality of agent performance against the quality goals of your organization. They do this by listening to agent calls and measuring performance against your standards and that of our organization. The process is simple. Our auditors log into an auditing application that allows them to track their program and/or team. From there, the auditor can be presented with a list of agents who are currently logged into the queue (where technology is available) and require a call audit. This system ensures a relatively equal distribution of audits at the agent and team level.  Next, the auditor selects the agent they wish to listen to. The call is pulled from the recording source and is scored accordingly.

NuComm’s Quality Teams use a variety of tools and techniques on a daily basis to ensure our clients’ goals and specifications are being achieved, including:

• Call Monitoring: NuComm’s Voice Auditors monitor groups or teams of agents. These teams are coached on a daily basis by supervisors and our voice auditors are an important link in this process. The auditors communicate directly with supervisors to inform them of issues that need to be addressed through coaching. All audits and issues are logged in the QA website for later review. This process ensures supervisors are focusing on relevant feedback areas, tracking agent progress and reinforcing the positive aspects of agent calls.
  
  
• Complaint Tracking: Complaints from your customer can be logged into a custom built Escalation tracking system and reported to your Management Team.  These complaints can be escalated within a time parameter set by your organization.  Reports on complaints are generated, tracked and also sent to the agent who handled the original customer contact for the purpose of ongoing feedback.
  
  
• Tandim QA™: The QA Analysts use NuComm’s web based Call Audit Application Tandim QA™ to grade agent calls against your current criteria as well the ability to log feedback directly to your Customer Service Agents. This logged feedback automatically initiates coaching tickets to the supervisor.

• Priority Levels - For more immediate coaching requests, the Call Auditor is able to place a priority level on the coaching required (as pictured on the next page). All ‘level one’ coaching requests go to the agent, Supervisor, Call Center Manager as well as the Account Management team (if required) for review and follow up.

Sample Quality Assurance screen shots can be found below. Please note that NuComm will develop a custom-built QA form to match your specific needs.

Tandim™ Activity Queue

NuComm is committed to work closely with you to customize this process and identify relevant QA areas specific to your business that can most directly impact the level of customer service. The following images are examples of forms currently in use.

Click on image to view larger picture				Click on image to view larger picture
NuComm’s Tandim QA™		Coaching feedback is directly entered into the same feedback form, keeping all the details conveniently in one place.		Sample Online QA Monitoring Form