Quality Is A Core Value
Millennial holds its agents to rigorous quality assurance standards. Our proven QA service combines agent monitoring and advanced software testing to deliver excellence for every client. Our dedicated Quality Assurance Managers attentively monitor agent adherence to the client’s policies, procedures, and performance expectations. We help our clients earn more repeat customers and avoid the dread of more cancellations.
Millennial’s Quality Assurance Methodology
Our multifaceted approach to quality assurance involves developing a client-specific QA strategy, utilizing cutting-edge automation tools, generating and performing manual and automated testing, using test results to further hone the strategy, and Always-On professional supervision from our Quality Assurance Managers.
Evolving Knowledgebase Management
Millennial’s knowledgebase management experts liaise with clients to learn their policies and procedures. That information is used to train our remote agents in the brands that they will represent. We closely monitor agent performance, track important KPIs, and evolve client-specific knowledgebases to drive superior long-term results.
Set and Achieve QA Standards
Our all-included quality assurance services complement our comprehensive support solutions. Whether you operate a product, service, or online business, Millennial Services can help you to set and achieve high standards of customer support quality.
Evolving QA Knowledgebase
Engaging Millennial allows you to grow your quality assurance directory of known defects and how to test for them. This leads to highly effective results, smarter long-term QA spending, decreased returns and refunds, and enhanced customer experience.
Millennial was new to the newspaper industry, so three key managers spent two days in Chicago working with the circulation system and learning terminology, processes and key metrics. The staff that they chose to man the phones was trained well in advance and hit the ground running.Download Case Study