MB Services

Linking Possibility to Reality

Quality Assurance

Research has shown that there is a direct correlation between Call Quality and the accuracy, frequency and quality of monitoring and coaching. Put simply, the more invested in monitoring and coaching, the better the service provided to customers, and the more sales you will generate.

The mission of MB Services's Quality Assurance (QA) team is to enhance and extend current quality practices, and to educate by sharing its learning and perceptions with a single aim to excel in every call we make and service we provide.

Our Quality Assurance (QA) team provides assistance and gives ongoing feedback to the associates 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:

  • Monitor all inbound/outbound calls for compliance to call center quality performance call monitoring sessions conducted 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 though an external customer satisfaction survey.
  • Digital recording of all 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 Customer Service Associates
  • Coordination with the Training Team for further training and refresher modules for the Customer Service Associates
  • MB Services offers Awards of Excellence to the best performers to ensure that we are providing our clients with the 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 and technical client and customer requests