Queue outsourcing is a trusted outsourcing partner to organizations in the Private, Public and Development sectors Along with our experts in Problem Solving & Data analytics , we deliver innovative solutions that helps our clients achieve their objectives, enhance their business & meeting high security benchmarks guided by global market standards for continuous improvement.
is to have global footprints in "BPO” by presenting efficiency and quality as way of life, through dynamic empowering to our employees, which will 100% leads to highly skilled agents who gives different way of service and this as result transform the contact center industry to one of a great strategic importance in the market and to our clients.
- Queue Outsourcing encourages information sharing and knowledge gathering.
- Team co-operation is essential to deliver highest quality of service.
- Seeking only the clients' benefits and exceeding their expectations.
- Mutual confidence which leads to long term relationships.
- Working around the clock 24/7/365.
COST REDUCTION
FLEXIBILITY & SCALABILITY
SPECIALIZED INDUSTRY KNOWLEDGE
QUALITY MONITORING & CONTROL
SERVICE 24/7
“BIG DATA” COLLECTION & ANALYSIS
Expert Management and Support Staff
.png)
Access to Latest Technology
Our People Requirement Quality Development
Requirement
Our recruitment criteria are very selective in all positions in different categories like "doctors, engineers, accountants, HR, order takers & general agent's representative"
We used the four following aspects to achieve our mission:
Up-to Date Classification Criteria.
Job Related Qualifications.
Targeted Recruitment.
Valid Assessment (likely to have a more accurate assessment of the person’s skills).
Procedures:
- Filtrating CVs.
- Outgoing calls screening.
- English or multi-lingual test.
- IQ test.
- HR interview.
- Operation interview.
- Technical or Medical test based on project.
- Apply on application system.
Quality of Service
After being hired, agents routinely undergo different quality checks. These checks maintain the consistently professional and efficient performance which they were trained to provide the quality of service within the standards globally.
These are generated by our quality department based on their monitoring and quality inspection of the operation and deliverables to two sides (calls and data).
- Observation calls randomly on daily basis in different periods.
- Monitoring agent's quality on CRM application transaction.
- On the spot follow-up with agents mistakes or update information.
- Record all agents' results on quality management system.
- Review agent KPIs on monthly basis in one to one meeting.
- Quarter appraisal to review agent's performance, productivity & attitude.
- Continues training to improve agent's skills and quality of service.
- Achieve the monthly target of observation calls.
Training & Development
Queue in-house training development covering two categories of training for new agents (Tele-skills & client knowledge)
Internal and external training covers the following:
- Internal house rules for call center employees.
- Telephone Etiquette.
- Customer service skills.
- Telesales and telemarketing skills.
- Effective communication skills.
- Handling difficult customers.
- Call handling & routing.
- Quality call script and CRM application.
- Understand customer industry.
- Product technical & knowledge training.