Quality Assurance Programs

We continuously work with business partners to refine our approach to quality and compliance. Because we know both are a top concern for our clients in all industries, we have developed stringent programs to manage processes and ensure we are always providing the most compliant, highest-quality services. We hear your requests. We embrace what is important to you because it is also important to us. At CareCall, you have a voice.

The steps taken at CareCall to measure quality and ensure compliance include the following:

• CareCall’s quality control department works with department supervisors to provide coaching, side-by-side monitoring, and direct feedback to our agents.
• CareCall records every call. We monitor agent conversations, select random samples to ensure overall quality assurance, and invite our clients to listen to calls made for their account. This can be done with call recordings or via live monitoring sessions.
• Customer satisfaction is measured primarily through open and continued communication with our clients. We respond immediately to client concerns and offer monitoring tools for reviewing calls and auditing files.
• CareCall trains employees to comply with all regulatory mandates and to follow all specific instructions for each campaign. As the requirements for your program change or legislation is updated, our representatives are immediately informed and/or retrained to ensure they are aware of any new procedures.