Internal Quality Assurance Program
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With quality service as the foundation and focus of our business, it is important that we give our employees every
opportunity to be the best in their field. We accomplish this by providing proper and adequate training focused on
the ability to respond to the call professionally, efficiently, and effectively.
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By combining the efforts of both Quality Assurance and Training, emphasis and direct focus is on the "customer care"
aspect of the training session offered by Berlin-Wheeler. This allows our Agents to see how essential it is to utilize
well developed customer service skills in every call presented to them. This goes hand in hand with our quality driven
training program, which ensures all policies and procedures are strictly followed.
Each Agent receives multiple evaluations per month to ensure that our quality standards are achieved. After an
evaluation has been completed, constructive feedback is provided to the Agent to further improve their performance.
The process of delivering consistent feedback is treated as a learning tool for the Agent as Training and Quality
Assurance is an ever evolving process.
