Quality Control is ICCS Inc.’s steps, policies and procedures which document our quality standards, whereas Quality Assurance is the “Audit Function” in place to assure that these steps, policies and procedures are being followed in their entirety.
We believe that each component of Quality Control and Audit directly affects the overall success of our clients and remains integrated from one department to the next with no component being more important than another. These components are:
›› Performance Review Process – Audit
›› Goodwill as Part of Quality Control & Audit
›› Compliance with Government Legislation and Regulations
›› Training as part of Quality Control & Audit
›› Quality Control Objectives for Call Center Performance
Call Recording and Call Quality Audits
At ICCS Inc. 100% of calls are recorded and available upon request to our clients. Our software allows us to listen to live calls and search for calls based on the time of note entry, number dialed or number called in from.
Our Call Quality and Compliance team consists of professional individuals who perform regular phone monitoring of call center calls to supplement the audit efforts being undertaken by the management staff.