To deliver exceptional service, in addition to evaluations from Vibrant Emotional Health, 988 contact centers typically have one or two of the below to assess and improve quality:
1. Internal Quality Assurance (QA) Teams: Staff who provide in-house feedback on agent performance.
2.Third-Party Secret Shopper Evaluation: An unbiased, comprehensive external assessment of service quality
You have different needs that work uniquely for your 988. Multiple tiers of assessment can help customize your Quality Assurance practices in the most unbiased way possible. You can also market your 988 brand in a unique way through these options.
We can implement and start this process immedietely in as little as a week. We will gather data across a minimum of 15 unique KPIs for your team on a quarterly basis and schedule consistent meetings to advocate for your excellent work. Let's get started!