FAFS Corp. has a dedicated quality team who listens, grades and verifies we meet and exceed our client’s quality standards. These quality team services are included as a company standard for all of our services.
These services include call evaluations, chat monitoring, email audit results, sales performance and audit results.
All members of the company are focused on motivating employees to step up to a higher quality standard. Each team is given individual goals to reach higher standards of service thru weekly and monthly evaluations and score cards. These scores determine the employee’s standing and benefits.
These results are also supplied for overall client feedback and reporting. Customized reports and quality needs can be provided based on the demands of the company.
These numbers are combined and generated into an overall agent scores showing both the score of quality and the score of performance.
Daily and weekly sales trainings are preformed for our Sales Team representatives. This verifies they stay highly motivated can continue to perform high quality conversion of profitable sales.
An audit score is created thru the percentages of passes and fails as a result of our audit team member. Audits are done thru our dashboard platform, where the Audit agent can verify each step in a call or email or chat was handled correctly in all systems required. This is an extra benefit we can supply our clients to verify we excel in quality.
These numbers become critical not only for HR annual reviews and for company awards but we have also found it is helpful when creating a team of key players for new project or campaign. We are able to maximize our employees strengths by putting them in departments that excel their strengths.