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
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Part 1 of this series discusses the business need for a robust quality assurance process and identifies effective call monitoring and speech analytics as critical components. This part will identify three additional critical components and discuss the value they add to a robust quality assurance process. 1.  Call Monitoring Program (included in Part 1) 2.  Speech Analytics (included in Part 1) 3.  Reporting A robust quality assurance process will produce
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The financial services industry operates in a dynamic legal and regulatory environment where expectations are constantly changing and the consequences of non-compliance are potentially crippling.  Consumer litigation has exploded and the Consumer Financial Protection Bureau has sweeping enforcement, rulemaking and supervisory powers the likes of which have never been seen.  Creditors are expected to have line of sight into the activities of their service providers and have modified
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What are your winning principles for quality assurance? This month’s e-newsletter theme is focused on how to execute exceptional quality assurance. View CBE’s Outsourcing Connection! Outsourcing Connection provides valuable information and perspectives from the outsourcing industry, as well as our leaders. A new issue is published monthly with a unique theme relating to trends, news, technology and insights. Interested in receiving monthly outsourcing insights? Subscribe
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What are the tools to measure quality and how does this provide a benefit? When we first set out to create a solid Quality Assurance process, one of the first things we needed to tackle was creating an effective method of measuring agent adherence to expectations. One of our main priorities for our scorecard/monitoring form was that we be able to do root-cause analysis on expectations not met. It was not enough to simply know if something was done incorrectly. If something was done incorrectly,
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