In an industry where 85% CSAT is considered good, CALL IT DEV consistently delivers 99.2%. This article reveals the systems, processes, and culture that make this possible.
Our quality journey starts with recruitment. From every 100 applicants, we hire 3. The selection process includes language proficiency testing (C1+ required), cognitive ability assessments, emotional intelligence evaluation, and simulated customer interactions. This rigorous filter ensures we start with exceptional raw talent.
New agents undergo a 4-week intensive program: - **Week 1**: Communication fundamentals, active listening, empathy training - **Week 2**: Product-specific deep dives, system training, process workflows - **Week 3**: Supervised live interactions with real-time coaching - **Week 4**: Solo performance with daily quality reviews
But training doesn't stop there. Every agent receives 8 hours of monthly continuing education covering new products, updated processes, and advanced soft skills.
Our technology stack is purpose-built for quality: - **Real-time sentiment analysis** flags negative interactions for immediate supervisor intervention - **AI-powered quality scoring** evaluates 100% of interactions (vs industry standard 2-5%) - **Predictive analytics** identify agents at risk of quality decline before it affects customers - **Knowledge management** ensures agents always have accurate, up-to-date information
Our quality assurance operates on three levels: 1. **Automated screening**: AI evaluates every interaction for compliance, accuracy, and tone 2. **Random sampling**: QA specialists manually review 15% of interactions with detailed scorecards 3. **Targeted reviews**: Deep analysis of escalated cases, complaints, and outlier interactions
Technology and process aren't enough without culture. We foster quality through: - **Gamification**: Real-time leaderboards, quality badges, and monthly awards - **Peer learning**: Top performers mentor new agents in small group sessions - **Transparent metrics**: Every agent sees their quality scores in real-time - **Recognition**: Monthly bonuses tied to quality metrics, not just productivity
Every customer interaction generates data that feeds our improvement engine. Weekly calibration sessions align QA scoring across teams. Monthly trend analysis identifies systemic issues. Quarterly strategy reviews adjust our approach based on evolving customer expectations.
While our specific implementation is proprietary, the principles are universal: hire for attitude, train for skill, enable with technology, and build a culture where quality is everyone's responsibility.
Want to see these results for your business? [Contact us](/en/contact) for a customized quality assessment.
CALL IT DEV — Software, AI and dedicated tech teams — Casablanca | Madrid | Dubai — contact@callitdev.com — +212-537-373777