The Quality system detects in a timely manner the areas of opportunity of customer service and sales campaigns, both for the Call Center and for our customers.
The system incorporates the processes of real-time monitoring, recording monitoring, screen monitoring, capture and tracking system, and reporting of ratings and incidents.
Once the process is completed, a certain course is established with the Training department if necessary, as well as workshops, dynamics and feedback.
CONTINUITY , BCP Y DRP
The Business Continuity Plan is our plan “B” in case of any contingency in the facilities, so that it does not affect or only minimally to the operation. The goal of this plan is to maintain the business, so priority should be given to the critical processes necessary to continue operating.
By having a continuity plan, we are prepared for possible losses that the business may have, we have knowledge about critical times, identify the impact of each event and competitive advantages.
We have different capabilities to implement a BCP in case of any technological or natural situation that puts the continuity of operations at risk.
To detect and assess the damage(s) and to activate the plan. 30 to 90 minutes. It will depend on the SLAs with each client.
To restore temporary IT operations and recover from damage done to the original system. Minimum time 30 minutes, maximum time will depend on the SLAs with each client.
To restore the processing capabilities of IT systems to their normal operations. It will depend on the type of contingency.