eStrategy3, LLC

Quality assurance is unquestionably a critical component to success. Effective quality monitoring is more than simply listening to calls to ensure compliance with the program parameters. If your call monitoring program doesn’t impact performance, you’re not getting your money’s worth.

 

To evaluate each quality monitoring session and track historical data by individual, call center and project, eStrategy3 utilizes a call monitoring process called eTrak3. This process – fully customizable for each client and program – allows for criteria to be measured and scored on each call. The resulting output provides great flexibility to analyze results by any criterion or combination thereof (e.g., by individual representative, shift, supervisor, trainer, call center, project, etc.).

 

 

It’s not a cliché; a call center’s human resources are unquestionably its most valuable asset. The time and energy invested in properly training and developing a call center staff – whether agents are providing continuous or project based call support - will be returned exponentially in the form of revenues and customer satisfaction. eStrategy3 will work with your organization and any call center partners you have to ensure that call center training is effective, tested and ongoing to provide you with the best representation possible.

In addition to the technological functionality needed to support customer interaction, workforce management is also a critical area of technology within a contact center. Strategic call center workforce management optimizes staffing levels and agent performance (and satisfaction) as well as minimizing costs while increasing customer satisfaction levels.

The script provides the tools and information necessary for the representative to be successful. Whether the application calls for strict script adherence or conversational use of a calling guide, eStrategy3 will provide scripting insight and suggestions.

For any organization – large or small - compliance with ever-increasing regulations is a significant concern. Non-compliance can mean costly fines and unhappy prospects. eStrategy3 has access to the best available compliance resources in the call center industry.