Quality Assurance

ISO 9001:2015

Certified to ISO 9001:2015, Quality Management Systems, we are committed to providing a consistently high level of quality through our systems and processes

Quality of Calls

A selection of calls are recorded and evaluated against a pre-determined list of KPI’s. Recommended actions are processed with a view to continuous improvement.

Recruitment

The selection of our team and resources are processed against an agreed criteria list. This also applies to the replacement of team members and growth of existing teams.

Training

Continuing professional development is encouraged within our team and resources to stay current with trends in their specialist industry. Records of our resources are updated at a minimum of once every six months.

Language Service

Certified to ISO 17100:2015, language service providers, we are committed to providing the highest level of linguistic services to ensure accuracy in every target language we translate into. This is conveyed in all areas of the multi-lingual services we provide.

Technology

The recommended technologies for our agents to use are provided with each remote agent upon recruitment and training. During the training process, sound quality, connection quality and the ability to manage the technology are evaluated to ensure the smooth handling of all hardware and quality of calls.

Business Continuity

We carry out drills once per year to test our business continuity plan. We aim to be operational within 3 hours of any instances of force majeur, such as floods, earthquakes, hurricanes, war, riots etc.