Ennovate Group Inc. International Network of Quality Assurance (QA) team provides assistance and gives ongoing feedback to the associate regarding their individual performance while processing calls. Feedback includes appreciation on strong areas of performance as well as guidance to improve areas of concern.

The Quality Assurance team plays a key role in the operations through the following functions:

• Monitors all inbound/outbound calls for compliance to call center quality performance Call monitoring sessions are conducted regularly for the Customer care associates to ascertain and measure call quality

• Customer Feedback is a critical component in improving our service. Customer Feedback is collected quarterly through the relationship management team and annually through an external customer satisfaction survey.

• Tape monitoring and digital recording of calls for further reference and training purposes

• Quality Verification of each 'sale' achieved prior to forwarding to the client

• Coordination with the Operations Team and filtering of quality feedback to the CSR's

• Coordination with the Training Team for further training and refresher modules for the CSR's

• Ennovate offers Award of Excellence to the performer to ensure that we are providing our clients with high quality & professional service they expect and deserve.

• Agent to supervisor ratio is as high as 1:7 depending on the service.

• Well-structured escalation processes to handle more challenging, technical client and customer requests.

Our graduate and postgraduate work force is continuously trained by in-house professionals for call answering services-response interactive call center solutions, web based call handling & technical support so that our customers get best of call center facilities in India.

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