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Availacall is actively seeking validation of its quality management practices from a number of professional bodies.
- Call Centre Association, seeking inspection against the Standard Framework for Best Practice
- International Organisation for Standardisation, with a view to attaining ISO 9000 standards
- Malta Financial Services Authority, in order to obtain clearance to operate on behalf of businesses from the financial services sector
Our clients will be in no doubt about the success of our operations on their behalf. For example, all of our calls are recorded (via the LineDataCollector, from onsoft technologies). Not only do clients get every message, but can also listen discretely to their live calls. Availacall of course make use of recorded calls for monitoring quality and for training purposes.
Training and supervision of our personnel is professional and thorough. We take great care to understand client requirements, well before services are started. Our Sales/Product Trainer delivers tailored training to selected personnel in our dedicated Training Centre. Operators are tested practically at each stage.
When services come online, Team Leaders monitor operator performance, and feedback is given at the time and then more formally on a daily basis. At these meetings, staff report any difficulties encountered. Team Leaders are also monitored, a process that also includes a daily meeting. There are formal 3-monthly appraisals for all staff.
We treat our staff well. A lengthy document guarantees their minimum working conditions, for example. The environment provided within the centre is excellent. Please see the Staff page.
Any critical remarks from clients should be directed to the Contact Centre Manager, where they will receive immediate attention. |
