Client relationship quality is at the core of Global Call Center’s services and its organization. The incorporated tools and quality procedures allow for flexible and tailored services based on well-known methods, highly qualified personnel and a state-of-the-art information management system.

Quality assurance on a technological level

Global Call Center has invested in a quality control system devised to evaluate and improve the performance of services rendered to our client partners.

Global Call Center’s network, in addition to the shared network of the holding group SPG SA, allows us to satisfy the requirements and the needs of our client partners in a flexible and pro-active manner.

Assurance Qualité au niveau des prestations

Since 1999, Global Call Center has been ISO 9001 certified for training activities, consulting and technical calling support.
Global Call Center is also a Microsoft Certified Partner and holds the following certificates/licenses:

• Microsoft Certified Education Technical Center
• Microsoft Gold Partner for Support Services
  

IT system and CRM solution have been implemented by our group engineers in order to maintain autonomy regarding maintenance and the development of new and specific procedures tailored to the needs of our client partners.

Quality Assurance on the services level

A comprehensive and reliable program of both qualitative and quantitative control and follow-up procedures is meticulously applied.

Results are analyzed on a daily basis. The slightest dysfunction can be analyzed in real time and can be subject to a corrective and/or preventive action.

Activity reports position and monitor the level of services. These integrate the statistical findings in real time: agent activity report, group/skills activity report, VDN activity report, …

In order to guarantee total transparency of provided services, we execute regular discreet listen-ins, both on location and long-distance, which are available to our client partners in question.