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CBE’s Quality Assurance Team Works to Provide Excellent Results for Clients

CBE’s Quality Assurance Team

Posted On: December 6, 2018 by Aaron Olson in: Compliance, Customer Service, Quality Assurance

In our industry, no matter if the client is a government entity, a healthcare organization, or a utility, CBE clients need to know their customers are being treated properly. CBE takes the responsibility of brand protection for our client seriously and is continually working to enhance our business practices. In fact, CBE has a Quality Assurance team of employees that play a pivotal role in ensuring excellence for our clients by running our quality assurance program. CBE’s Quality Assurance program assists CBE’s Operations team with process improvement relating to revenue performance. Using speech analytics, CBE systemically analyzes each call for quality assurance. This systemic analysis provides a level of call analysis not otherwise available, which allows for continual feedback to phone agents and creates an environment conducive to continuous collaboration on best practices. Each client comes to CBE with different needs in terms of compliance requirements and brand