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The Importance Of Call Centre Quality

A process driven approach to customer service delivery and the deployment of a robust quality model creates tremendous value for customers who outsource to third party partners.

PRLog - Oct. 25, 2012 - NEWARK, U.K. -- A process driven approach to customer service delivery and the deployment of a robust quality model creates tremendous value for customers who outsource to third party partners. Commenting on the importance of metrics in a call center/BPO environment, Mr. Ian Allison, Director of Call Centre Services at South African based call Centre Company said, “The key to our success is to deliver solutions and services that exceed the quality expectations and parameters of our customers. This is only possible through the deployment of a standard of metrics and measures which give us visibility on all dimensions of our services. Our quality dashboards provide us with real time information about our service levels which enable us to make corrections or adjustments to what we do.”

“In addition, whether a customer requires it or not, we deploy the Six Sigma quality model across all our processes including support functions. At the heart of Six Sigma is a holistic, process driven approach to quality which looks at root cause analysis and the process in its entirety. Our experience has been that by only examining lagging indicators, one doesn’t get to the heart of a quality issue. By examining, measuring, and re-engineering our delivery processes based on Six Sigma, we continuously improve our customer support services, thereby ensuring meaningful value to our customers.”

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"Safe Harbor" Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of Coracall. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

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Phone:08455 199131
Zip:NG24 1PZ
Location:Newark - Nottinghamshire - United Kingdom
Industry:Marketing, Telecom
Tags:BPO Sputh Africa, call centre south africa, contact centre south africa, Call Centre Quality South Africa, South Africa Contact Centre Quality
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