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 Quality Assurance Based on our quality assurance model the agent is graded on 5 areas and must maintain a score of 85% or better to remain in good standing with our organization. We train our representatives to correct problems immediately and to provide courteous and efficient service on behalf of our clients. At NIT we focus on complete customer care satisfaction from the point of contact to call resolution. Our customer care representatives are monitored to provide assurance of proper call handling and superior customer service.
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