Quality of Service

As a professional Contact Center that is built competes in the international market, Wasla Contact Center top management decided to accommodate the international quality standards.
Wasla Contact Center has implemented the Help Desk Institute”HDI” standards in all its management departments

Quality monitoring process

Wasla Contact Center is committed to providing the highest quality services in the market. We implement rigorous quality management procedures and processes including:

	Monitoring calls randomly on daily basis by supervisors and managers to gauge performance and ensure call handling quality
	Conducting daily process quality audits to ensure that quality of service is in line with client requirements, Wasla Contact Center standards and international standards governing Wasla Contact Center’s Quality Management System.
	Conducting, based on client specifications, a Monthly Product Quiz to maintain agent knowledge and consistency of quality.
	Periodically identifying corrective and preventive actions necessary to maintain and improve service quality.
	Implementing a plan for identified improvement opportunities highlighted either by the customer or internal parties and ensure their proper closeout .
	Identifying, recommending, and when necessary delivering training and refresher courses to Customer Service Representatives to maintain process and agent efficiency.