Call Center Auditing

In today’s changing call center environment, there are vendors that bend the rules in order to meet contractual obligations. This is why it is important to audit vendors on a regular basis.

With over 30 years of call center industry experience, Repatria is eminently qualified to perform quality and performance audits of call center vendors.

We audit many criteria such as:

  • Reporting accuracy and delivery adherence

  • Metrics analysis to ensure that the correct calculations have been programmed into reporting (i.e. Service level, sales conversion, occupancy, efficiency)

  • Call Center Performance metrics

  • Call Center script adherence (where applicable) – mandatory statements, disclaimers

  • Contractual compliance

  • Quality Assurance

  • Silent Monitoring

  • Test calls to the queues

  • On floor staff practices

  • Level of Customer Service (where applicable)