Home

Our Quality Services Team Sweats the Details So You Don't Have To

Concentra Solutions' Quality Services Team puts your mind at ease with performance-based compliance and overall customer experience monitoring. Our team of Quality Coaches is highly trained and experienced in delivering effective coaching and feedback to the agents being monitored. This ensures agents will maximize their potential and deliver quality outbound and inbound services for our Clients.

The Concentra Solutions' Quality Services advantage is in providing automated monitoring applications, which assist in improving teleservices initiatives.

Concentra Solutions offers SamePage™, a web-based application that can be customized to meet your specific monitoring needs. SamePage™ allows performance monitoring to be truly effective since it enables all parties to participate in the process and utilize the same application with a central data repository. Without this, coaching and feedback are singular in viewpoint and not as effective.

Our Quality Coaches and Support Staff:

• Bring peace of mind that your customers' experience is being monitored;
• Assist in reducing customer complaints and deter slamming problems that can result in legal actions;
• Maximize revenue opportunities through effective sales techniques;
• Quickly identify TSR areas of opportunities; and
• Trend TSR/CSR/Sales agents' performance behaviors.

Services and Areas of Expertise

Services and Areas of Expertise include, but are not limited to the following (click hyperlinks for details):

Live Monitoring Yes Yes Blind Monitoring Yes Yes Sales Verification Yes Yes List Seeding   Yes Mystery Calling Yes   Digital Recording Yes Yes