Quality Assurance

Presented by:

Citybookers.com
 Measure the Process &
Quality and Why? Quality Team
Performance

Quality and Process Quality and Daily

Team Activities

Quality and Process Quality KPIs

Objectives

Main Points
Citybookers.com
 Quality

Excellence Or Free

It is brought about by strict and consistent

commitment to certain standards that achieve
uniformity of a service in order to satisfy customers..

Citybookers.com
 Meet
Expectations

A Standard
For our
service

Key to
Success

Go the
Extra Mile

Why Quality? Citybookers.com

 Continuous
Develop Strive for
Passionate Perfection
and
committed
team

Achieve
City Bookers Sustainable
Core bottom line
Values performance

Blow
Away the
customer
Constant
Improvement

Citybookers.com
 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

 Determine Constant
Team Incentives
and Assess Guidance
Leader and
Team Goal and
Promotions
Training

Team
Resources Assessment Improve
Knowledge
to Achieve of the contacts
of the
Customer Operational with other
Operational
Satisfaction Process departments
Process

Quality and Process Team Citybookers.com

Quality and Process Objectives
Decrease the AHT by 10 percent in the coming 6 months.

Manage the queue to make sure there is no call to be dropped.

Improve the service Level within first month.

Support the agents to have information easily.

Insure that the means of communication with other departments are

efficient

Citybookers.com
 Login Time

Agent Customer
Absenteeism Satisfaction

Average
Service
Handle
Level
Time

Citybookers.com
 Did the agent greet the customer?

Did the agent introduce him self and the company name?

Did the agents pass the security process?

Did the agent follow Holding time structure?

Did the agents Actively listen?

Did he follow the call structure?

Did the agent resolve the issue?

Did he end the call politely ?

1 2 3 4 5 1 2 3 4 5
Attitude Tone of Voice
Citybookers.com
 Keep up the Team Spirit

Monitor Performance of All the Agents

Check up the Login Time for all The Agents

Taking reports and Put Each Mistake
on a Special Form

Write the Customers Feedback to Ensure

Customer Satisfaction

Quality & Process Daily Work Activities Citybookers.com

 • check the punctuality and the
Attendance login time
• Motivate or warning

• First Resolution (Call center &

Zen desk)
Customer satisfaction • Fast and effective response (SL –
1 minute reply and 5 minute
handle time)
• Check AHT in general
• Check AHT for each agent
AHT • 5 Minutes for Zen desk and call
center

• 10 sec max to response if we

cant make the call force
SL • Zen desk they need to respond
less than 1 minute

Measure the Process & Quality Team Performance

Citybookers.com
Citybookers.com