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At Infoline we recognize the importance of implementing a quality monitoring (QM) program. We believe it is essential to capture and evaluate how well call center agents adhere to internal policies and procedures and interact with customers in phone, email and chat /collaboration interactions. This we ensure yields great benefits for customers, enterprises, contact centers and agents

Infoline Quality Statement

It is our belief that quality affects every aspect of our operations and that we are all responsible for the quality of our own work. We believe in the concept of ownership of quality at the point of delivery.

Our quality system and structures are designed to facilitate those fundamental beliefs.

The system and structures must remain simple to understand and easy to operate. Our system and structures must be flexible to respond to changing needs.

We believe that quality is a function of people and are committed to developing our staff accordingly.

We are committed to regularly seek the opinions of staff, learners, employers, and other stakeholder groups. Their opinions are important to us in refining our approach to quality.

Our Approach

Quality monitoring is crucial for any contact centre success, at Infoline the set quality parameters for each project are streamlined to ensure high customer satisfaction. The quality standards respective to every process is maintained through frequent internal audits to ensure compliance with respective quality controls.

Quality department handles the call monitoring.

The Quality analyst handles the 1st level of monitoring.

At the 2nd level, Quality analyst and manager jointly conducts the monitoring process

Subsequent to which relevant feedback is given to each call centre agent. In case of shortfall, he/she is given relevant training/coaching to close the gap

If an agent fails to meet the expected benchmark on repeated 4 times, 1st warning is given to him.

If the improvement is not made by the CCA after the relevant feedback and training, a 2nd warning is given and in case of non-compliance to quality standards after the 1st and 2nd level, a final warning letter is given

We have a well defined procedure for Performance Measuring called KPI (Key Performance Indicator). All incentives, R&R, appraisals, promotions are based on this KPI.

Supervisors / Managers have various tools and reports for on line/off line monitoring of agents/process. Some of the facilities are as follows:

1. On line status monitoring of agents and process
2. Live barge-in in silent mode
3. Live barge-in in coaching mode
4. Online barge-in and screen replication.
5. Call recording
6. Remote monitoring of above facilities

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