Quality Assurance

Our caller team comprises professional talent that consistently upskills to conduct the most successful calls. We ensure that quality is maintained across our team and services using the process outlined below.

Hiring

We first examine applicants’ experience, qualifications, and skill set to assess their fit. Less than 5% of the applicants progress through to interview process.

Progression

We offer our newly employed callers an extensive training process to ensure they receive enough practice to carry out successful calls.

Quality Control

Our internal team evaluates calls on an ongoing basis, assuring that they abide by our quality standards.

Feedback

We receive and apply client feedback to facilitate continuous improvement and call satisfaction.

  • Step 1
  • Step 2
  • Step 3
  • Step 4

Step 1

HIRING

  • Examine callers’ experience, skillset, and expertise in given industries
  • Source international callers with vast knowledge in our target markets and localized conversational skills
  • 5-10 years sales experience
  • Matching callers’ previous experience with customers’ specific industry
  • Hire the top 5% of applicants

Step 2

PROGRESSION

  • New hires are onboarded and scored using QA scorecards
  • Callers complete a multi-step training program before making any client calls
  • Lots of practice rounds and review sessions before live calls
  • Callers see their progress metrics on a real-time dashboard and adjust their practices accordingly

 

Step 3

QUALITY ASSURANCE

  • Experienced sales professionals oversee all calls
  • Multiple metrics used to assess call campaigns
  • Callers use tools such as tailored scripts and live metrics to conduct successful calls
  • Track KPIs using metrics such as callers’ success rates, complaint resolution, lead quality, call protocol, and reporting accuracy.

Step 4

FEEDBACK

  • We offer a 5-point rating scale system
  • Report call aspects that need improvement 
  • Send feedback requests to callers
inbound calls center

Client Testimonial

Jennifer Colymore

CMO

Outsourcing our call center management with CallsU has enabled us to focus on the bigger picture. Their attention to detail and quality assurance gives me peace of mind.

Tracking on Every Single Call

Our call agents report call results directly to our internal platform, providing you with detailed insights into customer calls.

You will receive regular reporting with insights such as call quality and interested leads.