Our Team
Our auditor team consists of highly trained professionals who have many years of experience with some of the largest call centers in the country. To ensure accuracy and consistency, our management team has developed a training and monitoring program based on our “6C's.”

• Trainers listen to a sampling of recorded auditors’ calls daily.
• Recorded test calls are sent to the auditor team monthly to be scored by auditors and reviewed for calibration.

• Management reports track Customer Care charges, and ensure that test calls are being placed according to the required call distribution.
• Management reviews the recording for any record where an error has been charged.

• Feedback and coaching sessions are routinely conducted along with regular calibration calls.
• Company practices are reinforced.

• Call characteristics are pre-set and controlled (e.g. scripting, timing, dialing).
• Strict process control reduces the chance for human error.

• The “Auditor Community” coaches, calibrates and learns from each other.
• Discussions, sharing and updates keep auditors fresh, informed and in-sync.
• Continuous auditor performance reviews.

• Auditor’s compensation is above industry average to attract and retain professionals.
• The culture makes the position one that is valued.