We are committed to constantly improve our services

Our expertise enables us to understand our clients’ organizational complexity, to uncover the flaws of existing safety plans, and to very quickly obtain tangible results.
We have implemented objective performance indicators.

SQE (Service Quality Evaluation)

At the core of our monitoring, our SQE tool measures our customers’ satisfaction monthly. Customized to client requirements and according to expected results, all useful criteria for an objective evaluation are detailed. We measure the overall performance: the agents’ as well as the supervisors’ follow-up.
Each item showing an insufficient score (below 80%) is immediately subject to a corrective and / or preventive action.
The statistical processing of the SQE allows to measure and share the evolution of the results. Access to these documents is simple and immediate, as each SQE is signed and archived.

Unexpected quality controls (mystery client)

On top of scheduled quality controls, we also warn our agents on the regular visits of mystery customers. This spontaneous intervention enables us to evaluate our agents’ soft and hard skills, and helps them maintain constant vigilance.