We incorporate a focus on quality into everything that we do. IntelliCare’s Quality Improvement program, “QCare” utilizes tools that focus on both practice and proficiency.

Recruiting and Training

IntelliCare’s focused recruiting program ensures that the right individual is matched to the right position, based on skills, qualifications and personality fit. Our comprehensive new employee training program provides each employee with the tools they need to provide excellent service. In addition, all employees complete ongoing computer based trainings, to ensure proficiency and enhance skill sets.

Silent Monitoring

Regular call monitoring is used to objectively evaluate and monitor the quality and performance of the contact center team members. In addition to live call monitoring, IntelliCare also records every call so that specific calls can be accessed and reviewed.

Performance Management

Regular reviews of call monitoring performance are completed that focus on the quality, productivity, and proficiency of the services provided to callers. The results of the evaluation process are used to improve individual and team performance.

Data Trending

Aggregate data is monitored to identify improvement opportunities for our processes. Trends or changes in standard call-handling metrics, such as speed of answer, call length, or abandonment rates are carefully monitored and managed.

Satisfaction Surveys

Satisfaction survey results allow us to measure how well we are delivering the services that we provide and identify opportunities for improvement.