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At Aegis, we've turned the art of knowing your customer into a science.
Our ability to consistently deliver all around excellence in customer service, and exceed internal and client standards comes down to ensuring a closed-loop quality management process:
Quality - In Strategy & Planning
We know that your business is dynamic and requirements change over time. During the planning stages, our goal is to present you with the broadest set of options to meet both your immediate as well as long-term needs through innovative offerings like Aegis' engagement models.
Quality - During Execution
Since quality is a continuing process to achieve optimum results, it takes the combined efforts of everyone in the organization to meet the Direct Measurements of Quality (DMOQ) throughout the execution process. In search of constant improvement, we commit ourselves daily to fostering a quality environment through Six Sigma practices.
Quality - In Monitoring for Improvement
Finally, in order to create a closed-loop, continuous improvement environment Aegis deploys an extensive array of monitoring techniques such as actual call monitoring (both side-by-side and remote monitoring) and technologies including automated digital recording systems – Witness eQuality System and Voiceprint.
Our formal process for monitoring and feedback is the POP Model – POP refers to Preparation, Observation and Prescription. This process is highly effective in helping agents understand our clients' goals and assuring that they meet or exceed those goals. Throughout the POP process, the associate, supervisor and quality auditor are engaged as a team to bring about optimal performance. POP is a continuous process and demonstrates Aegis' commitment to long-term coaching and development.
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