Raising the Bar: Quality Assurance for Customer and Agent Satisfaction

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 Raising the Bar: Quality Assurance for Customer and Agent Satisfaction

Our dynamic Quality Assurance team works diligently to ensure our agents meet and exceed our customer expectations!  Schedule Engine’s Standard Operating Procedures are the touchstone of the QA process and set a high standard for all agents to adhere to. Therefore, in addition to our SOPs, a Zeroized Call Policy has been added to indicate an infringement of the SOPs.  Schedule Engine’s Zeroized Call Policy protects the privacy and integrity of our clients and their valued customers.  This policy is strongly enforced and states that a call score will be zeroed out for Quality Assurance purposes when any infractions occur from a list of clear-cut criteria. This policy includes and is not limited to protecting all Personal Identifiable Information (PII), disclosing proprietary information, offering referrals unless otherwise clearly stated on our client’s panels, or offering technical advice.  Schedule Engine is committed to you and your customers.

"Our agents have access to our constantly updated Quality Assurance (QA) Library, which offers a wealth of learning materials and resources beneficial to our industry and beyond. From honing effective listening skills and empathy to mastering industry terms, the library provides practical and informative material with real-world applications," said Gordana Dimitrijevic, Live Services Quality Assurance Lead I at Schedule Engine.

Lessonly is offered to the entire Schedule Engine team through Service Titan U!  It is an interactive pathway filled with excellent learning content offering industry and workflow knowledge checks. The measurable results provide real-time feedback and allow the agents to review the material and retest to highlight areas of opportunity. Below are a few of the lesson plans offered:

• Industry Terminology
• Introduction to Home Services
• The World of Garage Doors
• The World of HVAC
• The World of Plumbing  

Click listen now to hear one of our Live Service agents on an actual phone call.

Our dynamic Live Services team is unwavering in our commitment to upholding unparalleled standards in interacting with our esteemed customers. We set the bar high for ourselves, adhering to stringent benchmarks that include a remarkable 90% SLA20, an impressive 60% booking ratio, and an outstanding passing grade of 85% in quality assurance evaluations. Providing exceptional assistance and unwavering support is our paramount focus, and we take immense pride in consistently delivering service that guarantees the utmost client and customer satisfaction.

If you have any questions, please don't hesitate to contact support. Submit a Support Ticket