Anserve Quality Assurance Program

Anserve has a continuous year-round operator testing program provided by our national industry association, Association of TeleServices International (ATSI). The test evaluates the operator on each of 22 call components including manners, grammar, voice quality, positive attitude, and following customer protocol. The testing is done by Anserve’s permanent six-person Quality Assurance Team. A team member listens to five randomly-selected call recordings per operator for each test. Every operator is tested 26 times per year. A grade of 90 is required for passing. High scorers are rewarded with bonuses and prizes, and low scorers are required to have immediate remedial training and re-testing. Managers are tested the same as the operators. New employees begin being tested as soon as they leave Anserve’s intensive training program.

Anserve’s Quality Assurance Program is designed to assure that operators meet the exacting call-handling standards of ATSI and provide the highest quality of service to Anserve customers.

 

ASTI Anserve 20172015 CAM-X Award of Excellence

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Testimonials

Visiting Nurse of Central Jersey

We have been with Anserve since 2003. Our calls are of a sensitive nature. Time is of the essence. Anserve has brought us from the basic paging system to the latest technology of SMS messaging which allows us to respond quickly. Everyone is pleasant and courteous. The managers are very attentive to our needs and quick to respond to any concerns.

Ann M Healy (MSN RN Manager of Extended Hours)


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