EMS Ensures Quality Support for Every Program

An essential and underlying objective of any program is to constantly improve the quality and image of the company. EMS demonstrates top quality standards through our customer service representatives and demonstrates the willingness and capability to uphold these standards. EMS will provide a complete quality assurance (QA) program for all clients to ensure all customers are receiving outstanding customer care.

We apply these standards to every program ensuring flawless execution and avoiding delays to satisfy the individual support program objective. EMS will consult with each client in creating a QA program to meet all of their targeted goals. EMS utilizes a voice/data call recording, logging, and management system to record 100% of our calls. We monitor, log, review, retrieve, evaluate, organize, and catalog voice and data in a simple-to-use environment. Our QA software is built into our telecommunications system.

Agents who are newer to our Call Center are monitored on a more frequent level than agents who are established as the superior customer support agents. All agents are monitored for quality no matter their length of time or proven history with EMS. Our mission is to ensure every customer contact is achieving our high level of expectation.

An agent is coached in their monthly meeting with the QA team and the Supervisor of the program. They address any scores near or below the predetermined goal. If there is a significant issue with any of the monitored transactions during the month, the agent has
an unscheduled coaching session to discuss. We always try to work with agents to help develop them as people and employees.

A few of the areas we focus on to score quality are:

  • Greetings

  • Professionalism

  • Resolution

  • Closure

  • Call Dispositions

  • Grammar

  • Offering Surveys

  • Program specific goals

EMS participates in call calibration sessions with the majority of our clients. This entails EMS and the client listening to calls while receiving discussing pros and cons to ensure we are all on the same page.


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Talk to EMS today to start achieving the highest quality customer support.