Operations

Quality :

Total QC Commitment
There will always be parts of quality that will be subjective, but there are ways to develop a quality program that will let it be subjective, but not arbitrary. At Cynosure , we make sure that quality and accuracy go hand in hand. The following QC standards are utilized at Cynosure on a continual basis:
Internal Call Monitoring Process.
Remote Monitoring Process
Program Validation Process
Program Verification Process
Continual Improvement Process

Internal Call Monitoring Process: First we separate accuracy as an objective topic. Did the agent give the right or wrong information to the caller? The agent could score 100% on all the soft skills, but if the information is wrong, then it was a failed call. Agents should be trained on the correct answers as well as the preferred answers if a question can have more than one resolution. This allows the quality monitoring team to have a concrete measurement.

Continual Improvement Process: After that, our goal is to train all quality agents/supervisors, etc, to look at calls the same way to lessen the subjective nature. Calibration sessions take place regularly using taped and/or live calls where all involved (quality team, supervisors, managers, clients (if applicable) and agents) score the same calls and then discuss how or why the calls were scored as they were. The group comes to a consensus on the outcome of the call and how the scores were derived. Involving the agents allows us to understand how the calls are scored and why giving them a buy-in to the process. We believe that Calibration sessions are very valuable on items like empathy, listening skills, tone of voice, etc. to get the group in sync on the definition of these and how they relate in environment.

Program Validation Process: In addition, agents are given standards that are used in each call such as standard greeting line, use of first or full name, use of callers name, standard closing, asking for additional questions, mentioning other services, etc. This way, the call needn't sound scripted, but with standards to follow, the agents are again scored on concrete objective items --- did they or didn't they follow the standards.

Program Verification Process: At Cynosure , we have dedicated Quality Assurance Specialists. We review the calls on the WITNESS system and then send them over to the supervisor to review with their respective agents.

Our QA includes 5 categories, depending on the nature of the call (sales or service) :
1) Greeting which includes the opening and closing
2) Building rapport
3) Call control
4) Accurate and complete information
5) Sales and or service skills

Each category has detailed items assigned specific point values. The Calibration sessions that were mentioned earlier help tremendously.

Reporting :

Cynosure understands the importance of effectively communicating program results, from start to finish. To this end, Cynosure has developed a variety of reporting and delivery options, which provide our clients with the information to manage, analyse, and modify their marketing programs.

For more information on Reporting and Delivery options, choose from the following:
· Reporting
· Delivery

Reporting options include:

Call Activity Report

ACD Call Summary Reports

Inbound Reports

Outbound Reports

Closed Loop Reporting

Field Sales Satisfaction Survey

Delivery

Deliver options include:

Hard Copy
Client may opt to receive Hard Copy reports via fax or mail
Email
Reports sent via email to client's email address
Web-Based
Clients may wish to view and download reports off of our secure website
Real Time
Ability to reviresults on a real time basis through our secure extranet
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Process management :

Process Management is the application of knowledge, skills, tools, techniques and systems to define, visualize, measure, control, report and improve processes with the goal to meet customer requirements profitably.

Cynosure has proven Pre-Operation and Post-Operation processes to implement which take cares of all the concerns to ensure the smooth running and success of each process.

We have the capabilities to put transparent working models, which allows the client to be with their processes remotely as well.

Cynosure constantly seeks client feed back to stabilize the procedure.

Process Improvement :

Process improvement is the activity of elevating the performance of a process, especially that of a business process with regard to its goal.

Cynosure's CAP (Corrective Action Plan) ensures the corrections to be implemented are immediately noticed in to the processes.

Our methods of improvement are very fast and flexible.

We constantly analyse the process and evaluate the possible alternatives to make each process more effective.