Quality Monitoring
GSI Commerce® believes a key component of preserving clients' brand essence is conducting ongoing contact quality monitoring—jointly with clients. We engage our clients in calibration sessions to determine agent performance against customer and brand expectations and incorporate the findings into corrective actions and ongoing agent training. In addition to having in-house quality specialists who closely monitor each agent's performance, we employ sophisticated technology that allows for the capture of voice and data for interactive, agent-consumer evaluation. We track everything from average response time and call-abandon percentage to call-handle time. We also conduct root cause analyses using customer satisfaction surveys and Six Sigma approaches to ensure satisfaction among your customers.
