Quality Assurance

In Millenia, we consider Quality Assurance to be an essential part of our delivery service and consider it to be one of the pillar of our success for there cannot be talent without integrity.

SOP & Documentation : complied with ISO QMS : 2008

We do have COMPLETE CORPORATE MANUAL with its separation of System Operating Procedures (SOP) for each division. SOP is standardized thru ISO QMS 9001 : 2008

Quality Control Assurance

• Independent Quality Control Teams in reporting lines, in order to guarantee actions will be taken to re-train, re-model training tools, modify processes or penalise if necessary .
• Contact Center Officer (CCO) are monitored digitally thru their work station and phone communication with the associated party that relate to our partnership are digitally recorded for later employee analysis and used as our collateral. The rate of monitoring is a function of experience and performance of the CCO.
• Field Surveyor  (FS)are monitored by surveillance agent, mystery shopper include GPS
• Quality assurance personnel check for hard and soft skills, attitude, customer relations skills, product knowledge, problem solving skills and call document results.
• Feedback on monitored is immediate, if necessary, and is always reported as part of a biannual evaluation of each COO and FS. With client approval, random samples of database are audited periodically to assess the satisfaction of the client with respect to the solution of agents’ problem and the agent technical skills.
• USB Port and other unrelated application are disactivated on the desktop (database security)

Enhancement of Quality Control Assurance

We are implementing “hot site” strategy in providing back up our agent. In house back-up and on call back-up agent at the sufficient level in avoidance of “DOWN TIME” CCO replacement or assigned seat left unattended unexpectedly. 100% seat occupancy has come to our first priority as our main fundamental of customer satisfaction orientation.