CommSol uses regular call monitoring and system checks as the one source for evaluating the flow of information, compliance, and materials effecting quality. CommSol customizes the call evaluation form and guidelines for each client program. Quality Assurance and Sales Managers monitor each TSR daily. The monitor session requires a completed contact. Each session is scored. TSR strengths and areas for improvement are identified; action plans are developed and implemented immediately afterward.
CommSol currently digitally records total conversation on all calls and on all campaigns. The DVRs are stored on servers for 4- 6 weeks, then backed up to DVD media and stored in fireproof storage until contracts are satisfied (normally 2-4 years).
Account Management works with Quality, Reporting, IT and our clients to reconcile order activity via the following steps: