Working in conjunction with the Training is the Quality Control Department, which is focused on conducting quality campaigns that produce quality results. Each agent is monitored at least three times a week by our Quality Control Department and at random by their Shift Supervisor/s. A Summary Report is used to record the results of each call monitored for each agent and actions are taken where improvements are needed. Upon completion of the monitoring session, the results are shared with the agents for immediate praise or improvement when necessary.

Monitoring and coaching/counseling sessions are among the methods utilized at ServingMinds to ensure quality call handling. All data fields are edited for accuracy, and ServingMinds has the capability to check for any range or set of criteria and apply them to the report or transmission.