QUALITY ASSURANCE INITIATIVES
Quality assurance at ACC Dial-it relies heavily on analysis of statistical data. This could either be “real-time” through call centre software applications or “recent data” through call-logging reports. This process is continuous and is assisted by on-the-job monitoring through Management by Walk About (MBWA) to facilitate immediate corrective action to be taken by team leaders who then carry out on-the-job training where necessary. The final output of quality assurance processes is quality improvement action designed to increase the effectiveness and efficiency in performance levels associated with each client project.

Quality control measures at ACC Dial-it aim to: • Set and achieve standards of performance that are both feasible and sustainable. These are primarily associated with standard service levels: response times, duration of calls, and abandoned calls. • Allow management to measure, analyse and control performance from an operational, team and individual perspective. • Enable the adjustment of capacity and activity scheduling to meet real-time demand.

The quality of service provided is also reflected by the stability of the ICT infrastructure in use. System downtime is detrimental in an operation that is highly dependent on technology. To ensure that downtime is minimal, back-up systems are in place for contingency purposes.