As each component of service delivery is critical, Irina Interactive invests heavily on quality monitoring. There is a continuous check on the quality of exchange between an Irina Interactive representative and the customers through silent monitoring, recording, and one-to-one feedbacks from a Quality Assurance (QA) Supervisor.

The Quality Assurance function carries out frequent performance reviews of every representative with respect to the degree of adherence to client and internal specifications.

• All calls routed to Irina Interactive are digitally recorded and kept on our server to be monitored by QA Supervisors

• QA Supervisors have to give a minimum of 10 one-to-one feedbacks per supervisor a day to agents

• Trainees have to pass training with a very high average to be able to take live calls, on average, 35 hours of mock calls per trainee are given to trainees before they are eligible to take live business calls

• Our system allows our managers to log in from any remote destination to monitor live calls

• All our processes and operating procedures have been put into place keeping the COPC-2000 Performance Management System as our standard

• The COPC-2000 Performance Management System is a set of management practices and training for customer-centric service operations designed to reduce the cost of providing excellent service, improve customer satisfaction through improved quality of service, and to increase revenue

• We are working actively towards COPC certification