Our Quality Approach
Helping you to service, acquire and retain customers
Our Backend Systems Ensure We Provide A Quality Service
At The Call Centre we take great pride in providing a professional, consistent, high-quality service.
As part of maintaining our standard of service, we have implemented several internal systems and processes.
Providing a quality service with robust, well monitored internal systems and continuous improvement.
These include:
- Our internal, in-house, quality assessment programme, to closely monitor and track our contact centre service metrics. This ensures all management and staff can easily see and view all key performance metrics, including call volumes, handling times, and number of calls in the queue.
- At any point in time, management and staff can quickly view these site-wide performance statistics, on internal digital wallboard screens and within their individual queuing screens.
- On a quarterly basis, as part of our QA programme, our in-house Training Manager will randomly select and listen to several calls for each staff member. This supports our commitment to ensure our staff are (1) appropriately informed and resourced to handle the respective client’s calls, (2) are effectively notating key service / response and call outcomes, and (3) meet our required service standards. We view our internal call evaluation process, as being integral to us maintaining our high quality of service.
- All our staff have regular and ongoing training to ensure they are appropriately skilled and advanced in their expertise. We recognise the importance of this, as the quality of our staff are one of the key factors that distinguish us from our competitors.
“We’ve been outsourcing our call handling to The Call Centre, and I couldn’t be more pleased with their service. They consistently demonstrate a customer-focused approach, treating each call with the same care and attention as if it were their own agency. Communication is always prompt, and their cost is very reasonable. I’ve already recommended The Call Centre to another company, and I do so with full confidence. A reliable and professional call center partner”
Mariko Jibiki
We service and support clients NZ & Australia wide; both small & large sized clients, across many industries.
We provide a fully customised service, tailored to meet your specific business requirements.
We provide a superior call centre service, with our performance metrics demonstrating our expertise.
We encourage new clients to visit our contact centre, to talk about their business and see our team in action.
