Quality Control

PCN understands the value of each and every call. It only takes one negative experience to ruin a reputation with a customer. For this reason, PCN heavily monitors phone calls and our Customer Service Representatives (CSR), to assure they are providing quality service. Quality service is based on the "smile" in the CSR's voice, adherence to your script, and to the product or service specific information they provide. Because PCN provides our CSRs financial incentives for Quality and Quantity, they are motivated to achieve high scores in their reviews. The following measures are used to monitor all calls:

  • Mystery callers
  • Silent monitoring
  • Random Message Checks
  • Recording
  • Manage By Walking Around (M.B.W.A.)
  • Consumer surveys
  • Test calls are welcome at no additional cost

Perhaps the greatest monitoring technique PCN employs actually occurs before the CSRs ever answer a single call. PCN practices preventive monitoring by providing CSRs with among the most extensive training programs in the industry. CSRs spend 16 hours receiving classroom instruction where they take various tests and work on a call simulator.

Upon passing all tests, new operators are then trained in 3 separate, 4-hour sessions with a certified Customer Service Representative. Once the new operators have demonstrated proficiency, they begin working at a station with the lowest level of call volume. PCN uses a rating system for all CSRs and client accounts.

The rating system is comprised of 10 levels. Our computer systems are programmed so that CSRs are only permitted to answer calls at, or below their skill level rating. This brings about 2 benefits. The first benefit is that new CSRs are not overwhelmed, so they can learn in a positive environment. The second benefit is that the rating system ensures that all calls are answered by qualified, skillful CSRs. The new CSRs workload is gradually increased as their skill level and rating improve. These training techniques have proven to be extremely effective in CSR retention and performance.

PCN has learned that creating a positive work atmosphere translates into better employees. Keeping our CSRs happy has resulted in better performance for our clients.