Quality Management

At Contact Innovation, we make sure that our Quality Standards meet and exceed our client expectations by effectively evaluating and measuring the performance of our associates. The focus of our Quality System is on three major areas: Customer Experience, Language, and Quality Procedures.

Our Quality Assurance Group captures and evaluates how well our associates adhere to internal policies & procedures in direct relation to interactions with customers through phone, email and chat mediums. Well-designed and institutionalized, the Contact Innovation Quality Assurance Program yields mutual benefits for clients, customers, and associates.

Contact Innovation takes pride in hiring and training a capable and efficient Quality Assurance Team performing critical monitoring and coaching activities. All our quality efforts are geared towards providing the best service to our clients and their customers.

Overall, the Contact Innovation Quality Assurance is a blended program that utilizes various quality systems. Having a diverse orientation in these systems sets it apart from other industry programs and practices. Our program combines Quality Management Systems through ISO, Performance Management System through COPC, and Improvement Management System through Six Sigma.