Studies Show that a customer’s satisfaction is greatly dependent on the quality of the call. One of the ways Dynamic Direct™ ensures a high level of customer satisfaction is to fully record and monitor all calls. Utilizing state–of–the–art voice analytic technology, Dynamic Direct is able to make certain the rules and regulations of the organization are being followed and that all communication with customers is compliant with state and federal regulations.

Our superior quality assurance department further reviews each call providing the agents with pointers, tips, techniques and even training on your project. Our quality assurance staff will continually monitor and coach call center agents on their performance. Were they courteous? Did they use active listening skills? Did they close the call properly? From the beginning of the call to the end, quality assurance representatives are listening and making sure all call center employees provide accurate information in a courteous and professional manner. Agents are given a quality assurance report card based on a host of criteria, as well as constant feedback and guidance to improve.

Our Team leaders are also empowered with the tools to monitor and mentor agents by focusing on and analyzing the areas of success, as well as those that need improvement through our Aspect® Unified IP™ software. Tracking and analysis is part of the everyday world that the agents and team supervisors work in, reinforcing outstanding quality as a cornerstone of customer service and satisfaction.

Dynamic Direct is PCI compliant so you no longer have to worry about vulnerabilities to consumer’s data.