Quality Assurance & Monitoring

Quality Monitoring Services

A Quality Assurance and Quality Management System for both Voice & Non-Voice interactions is vital for contact centers today.

A recent study indicates that:
• 85% of customers form an opinion about a company based on their interaction with a contact center agent.
• 63% of customers say they would become disloyal due to a poor experience with a contact center.

It is therefore imperative for organizations—whether operating captive or outsourced contact centers—to maintain continuous visibility over the quality of services being delivered. A call recording system, including voice recorders or stored transcripts of email and web chats, becomes essential for this purpose.

Adidev Global Info provides call center monitoring services by listening to and assessing voice, email, and chat interactions across multiple queues such as: Standard, Premium, Retailer Help Desk, Churn Prevention, Lead Conversion, Web Chat, and more.

Our Service Enables You To:

• Identify instances of non-compliance with process guidelines
• Spot skill gaps and training needs in your agent teams
• Discover opportunities to reduce cost by minimizing waste calls

Adidev Global Info works in close partnership with your team to deliver real-time, actionable insights—combined with strategic recommendations focused on People, Process, Product, and Technology improvements.

In today’s competitive landscape, where customer experience defines brand loyalty, maintaining a high standard of service quality gives your business a winning edge.

Why Choose Us?

Established in 2014, Adidev Global Info is a leading BPO consulting company empowering reputed organizations with high-performance manpower and tailored process solutions.

We deliver end-to-end BPO and consulting services for clients in the IT, BPO, and ITeS sectors, helping businesses scale efficiently while ensuring quality and compliance at every touchpoint.