Quality Assurance
Digital Dialogue has several procedures in place for superior quality assurance.

With constant training, role-playing, monitoring, coaching, evaluating, and adherence to performance metrics, we have built longstanding client relationships and a stellar reputation for superior service in the credit union industry.

Supervisor ratio and audio/visual monitoring are key components of our internal quality assurance.  Moreover, we hold weekly team meetings to review issues, solutions, and process improvement recommendations.  These issues are evaluated while supervisors continually review reports for corrective action daily.

We also require all Digital Dialogue MSRs to sign an authorization and awareness statement indicating that their telephone and Internet interactions may be monitored at any time for quality assurance. Other quality assurance methods include remote monitoring (so credit union representatives can listen to the quality of member interactions) and the use of “mystery shoppers” to routinely evaluate Call Center performance.

Individual MSRs are measured weekly on the following metrics:

• Positive and confident interactions
• 100% adherence to account access protocols
• 100% verification of completed transactions
• Clear communications
• Language
• Helpful, courteous tone
• Professionalism
• Objection handling
• Verification of header information
• Immediate resolution of problems
• Empathy
• Proper observance of escalation protocols