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Quality Assurance

NetPulse uses a comprehensive range of quality measures to evaluate the performance of every Support Engineer or Specialist. Real-time, multidimensional reporting includes call metrics, quality monitoring reports and customer survey results. Employee earnings are directly tied to individual and team quality.

The quality management system provides immediate and measurable improvements in misunderstood callers’ requests, incorrect information capture, inconsistent/incorrect responses and unnecessary repeat calls and missed opportunities.

We provide detailed quality reports that include:

  • Call and transaction statistics
  • Agent productivity
  • Call processing efficiency
  • Grade of service
  • Quality Score Card

The frequency of reports is based on clients’ requirements.