Quality Approach
TSYS® is constantly striving to make improvements to our quality approach in support of clients and the various functional servicing areas within our contact centers. The quality process is internally driven to ensure we are performing at the highest caliber of support for our clients. We continue to look to refine process improvements, conduct internal cross-department audits, and meet all aspects of compliance, while providing our clients with highest level of service quality.
Our qualitative initiatives include:
- Integrating contact center compliance with the quality team to provide optimum support for clients, resulting in a highly qualified team of analysts to support both existing and new business coming aboard
- Focusing on compliance and process-driven initiatives with a mix of quality assurance for operator productivity
- Internal auditing of systems such as fraud, risk, and GUIs
- Developing new reporting to provide daily/monthly, compliance/quality statistical reports to assist the Functional Serving Area Managers in managing identified defects early in the process
- Partnering with functional servicing areas to develop new processes as defined by our clients and contractual agreements
- On-site Six Sigma Black belt team to monitor and administer continuous improvement initiatives
We also participate in the following initiatives to ensure ongoing process improvement and contact center best-practices:
- Auriemma Consulting Group, Inc. – Customer service roundtable ad-hoc surveys, customer satisfaction surveys, work force management (shift offerings, attrition and at-home work force), and verification procedures
- Purdue University – Benchmark portal (call center assessment and certification)
- Annual Global Contact Centre Benchmarking
- Dimension Data’s Global Contact Centre Benchmarking Report (http://www.ccbenchmarking.com)
- O’Connor and Associates – Quality assurance benchmark for the financial services industry
- Skill Path Seminars – Premier Provider of Business Training – “How to Excel at Managing and Supervising People – 2008”
- Inside Out – The Workplace Coaching Resource – “The Inside Out Advantage – 2008”
For more information, contact your TSYS client representative, or TSYS Sales at mssales@tsys.com.
Total System Services, Inc. is licensed under the following, and related Ronald A. Katz Technology Licensing, L.P. United States Patents: 5,128,984; 5,828,734; 5,684,863; 5,815,551; 5,974,120; 5;898,762; and others.