Quality Control Guidelines
We field one of the best and most well-trained staffs in the industry, but we don’t just brief them and cut them loose. Quality control at OLC Global goes far beyond the current standard.
Associates get briefed on each and every job they work on. The supervisor reads the entire questionnaire to the agents, pointing out any “sticky” spots and providing background information about the survey. They complete a practice interview with the supervisor acting as the respondent, ensuring the agent is completely comfortable with the script.
15% of each agent's work is audio and video monitored as well as validated – meaning a supervisor calls back the respondent to verify the agent was polite, that the respondent qualified, and that the survey was administered properly.
Supervisors have hand-held phones that are used daily to conduct on-the-floor monitorings. We do additional monitoring using our proprietary Stealth Monitoring program. There are no telltales to cue the agents that a call is being monitored. Every agent can be monitored by any stealth team member, at any time without anyone being the wiser.
All open ends and other specifies are reviewed by our editing department. They work closely with the supervisory staff to ensure the agents are probing for clarity and additional information as well as using the other specify options correctly.
