Quality Control Criteria

Throughout the year JAM received a number of calls from a number of organisations which test us on a number of criteria. These include:

  • The number of rings taken to answer
  • Call greeting
  • Call control
  • Attitude
  • Manners
  • Grammar
  • Knowledge of the Client
  • Voice quality
  • Message Taken
  • How the call was ended

In addition to the awards, our quality control manager checks a large percentage of our calls on the above criteria. Each operator can see their quality scores in their portal, and can see if any improvement is required. This is just one of the reasons JAM is a leader in the industry.