More eyes on the ball

At Inkfish we have an independent quality Verification team seated separately to the sales call handlers.

• They monitor sales to key criteria set by the client…. for instance, checking adherence to strict regulatory requirements for a financial services client.

• They can then make the resulting data available to you as our client.

• In addition, our sector specialists will provide their input to keep quality measurements appropriate for your industry.

The tools, the choices and the recognition

By developing a market-leading tool named Verifier, Inkfish’s Quality Control team harnesses the latest MI (management information) to drive continuous improvement. It allows us to effectively target those areas where deficiencies exist… as well as understand what the contributing factors are in the areas of recognised excellence.
    
Inkfish is also able to provide a wide range of reports, from daily uploads to an FTP site for instant transfer, to less frequent standardised reporting.  To date, the success of our quality control processes have earned us the prestigious (?) ISO9001:2000 certification of quality management.

Quality control: an idea that runs deep

In many ways, Inkfish is committed to a culture of continuous development and improvement, which means – by necessity - the very idea of quality control runs deep through our organisation.

At an individual level… quality evaluation is actually a key built-in component of our Agent Development Program… a long-term course that every single Inkfish agent is placed on from day one. Through this program, a formal monthly one-to-one session leads to an agreed Action Plan for development.

Related information : Training and development

And at a corporate level, Inkfish is a member of the Direct Marketing Association, so we are fully compliant with their Code of Practice.  We monitor all dialler activity in real-time and the dialler team is responsible for ensuring we keep within the KPI’s (key performance indicators) as issued by the DMA and Ofcom.

Related information : Indicators of success