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Monitoring
At NIT we focus on complete customer care satisfaction from the point of contact to call resolution. Our technical support representatives are monitored monthly to provide assurance of proper call handling, technical support ability and superior customer service. All inbound and outbound calls are recorded for potential review.
Grading
All agents are graded monthly on twenty random calls. They are than assigned an average score based on the three calls. The agents are graded in five separate areas:
- Greeting
- Customer Login
- Understanding the Customer
- Resolving the Problem
- Closing
Each agent begins with an average score of 90% and can lose or gain points throughout the duration of the call. On average our agents will score within 85% - 95% range. Based on our quality assurance model our agents must maintain a score of 85% or better to remain in good standing with our organization.
This program helps train our representatives to correct problems immediately and to provide courteous and efficient service on behalf of our clients.
Incentives
There is an incentive given for individual agents as well as groups to help improve their performance. Incentives are given out based on the agent’s individual monthly scores. An example of an individual incentive would be movie tickets, gift certificates, or a cash bonus. For group incentives the group that has the highest overall agent score would be taken to a restaurant or an event.
Surveys
For additional quality assurance we conduct customer surveys for each project on a monthly basis. Approximately 5% of all inbound calls for each project are given a call back for the purpose of filling out a customer survey. The customer survey will inquire about hold times, the service of the agents as well as other criteria. The surveys can be modified specific client needs.
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