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Connection Quality Management

To ensure that our operators are handling the calls with perfection, every operator is monitored daily and given performance evaluations weekly.

The Connection has taken quality assurance beyond quality monitoring, and into total quality management. Through the use of our quality web tool Connection Quality Management (CQM), participants are able to monitor calls, complete monitoring forms, provide agent feedback, and analyze results. Team Supervisors are empowered with the tools to monitor and mentor agents by focusing on and analyzing the areas of success, as well as those that need improvement. This quality web tool allows Team Supervisors to mentor and track agents on individual client calls, as well as overall call performance. Tracking and analysis is part of the everyday world that the agents and Team Supervisors work in, reinforcing quality as job one.