icorp has a Quality Assurance unit which operates separately and distinctly from the other parts of the company. We administer a QA program that is continuously evaluating the adequacy and appropriateness of our services.
It performs the following functions:
i. Call Monitoring
Fourteen criteria are measured when auditing recorded calls to make sure that Applications Support is performing adequately and meets the standards of quality promised to the client.
- Percentage typically subject to audit : 2%
- At least two different calls per analyst
ii. Service Ticket Monitoring
When service tickets are closed, some are subjected to an audit where eleven criteria are used to measure how well we provided service for your users.
- Percentage typically subject to audit : 1%
- At least two service tickets per analyst
iii. Satisfaction Surveys
These serve to help create an indicator of how users perceive our services so we may determine where to improve and how to forestall possible complaints. They are regularly administered through email and by our service ticket system. They can also be done over the telephone if the client prefers.
Any complaints noted in the satisfaction survey get escalated to the account service coordinator or senior manager, depending on the seriousness of the complaint.