AbacusConsulting - About Us

Quality Assurance Process

AbacusConsulting BPO implements standardized quality assurance programs for all of its clients. QA personnel work as a separate entity reporting directly to the VP-Operations. They work in conjunction with the training department to ensure the transference of information on a daily basis by running a feedback session at the end of shift timings for the training of all employees. This methodology ensures that a mistake or error committed by one representative is not repeated again by any of the team members. The training team incorporates the same information in the training modules of the trainee CSRs as well. The key components of this program are:

Auditing of CSRs

10% of all interactions are audited in comparison to industry norms of 2%.

Quality Assurance Reps

AbacusConsulting BPO maintains a ratio of 1 QA Rep for every 10 CSRs as opposed to the traditional contact center ratio of 1 to 30.

Product Specialist Reps

AbacusConsulting BPO maintains a ratio of 1 PS Rep for every 15 CSRs. PS reps ensure each transaction meets all of the laws set by the Federal Communications Commission and the Federal Trade Commission requirements.

Focus on Client SLAs

The complete management team remains focused on the tangible clauses of Service Level Agreement (SLA) entered with the client. Managers who have become specialists in the program manage performance metrics on an hourly basis.

Internal Key Performance Indicators

These are measurement tools developed by the project manager in consultation with the client's representative that allows all parties involved to monitor on regular basis i.e. daily, weekly and monthly the strengths, weaknesses and progress made on each project.