We measure quality continuously and act before a service level is missed.
Contractual service levels are our minimum requirement; internally, we work with tighter early-warning thresholds. Sampling, coaching and a monthly report make quality verifiable for you.
This is how our quality cycle works.
Measure
KPIs are tracked daily. In addition, we check calls and documentation in samples against fixed criteria.
Coach
Subject-matter coaches give individual feedback and provide targeted retraining before errors recur.
Improve and report
We assign errors to error classes with corrective actions and address recurring errors using CAPA logic. You receive a monthly report and a monthly review meeting.
These are the KPIs we manage for you.
We agree the target values with you. Internally, we set the early-warning threshold tighter than the contractual value.
Reachability and waiting time
How many contacts are answered and how long your customers wait. The basis for every service level.
Audited against the standards that matter here.
Certificates of aLIVE Support S.R.L., issued by ISOTRANS, valid until 06.09.2027.
This goes well with it.
Questions about quality monitoring in customer service.
Question not listed? We reply within one working day.
Reachability, resolution rate, waiting time, transfer rate, callbacks, handling time, documentation quality and error rate from samples. We add further KPIs if your project needs them. We discuss the figures in the monthly review meeting.
We agree the scope and criteria of the sampling with you for each project. During hypercare after the start we check more closely, because that is when most adjustments are needed. The results feed into coaching and the report.
Yes, this is expressly welcome. We include your quality requirements, for example on tone, mandatory information or documentation, in the review forms. That way, we measure what matters to you.
We assign individual errors to an error class and derive the appropriate action, such as retraining or an update to the knowledge base. If an error recurs, we apply CAPA logic: find the cause, define the action, check the effect.
If you only react once the contractual service level has been missed, you are reacting too late. Tighter early-warning thresholds give us time to replan staffing or adjust processes. The contractual service level remains the minimum requirement.
