HKT Teleservices Quality Assurance

At HKT Teleservices, we truly believe that quality products and solutions start with quality people. By hiring high integrity, motivated workers with resilient spirits and the ability to think strategically, we greatly increase the quality – and effectiveness – of our solutions. It takes these kinds of workers to make the connection, make our customers comfortable, and make your sales “stick.” But we don’t stop there. Comprehensive training ensures that our agents are on top of their game at all times.

Quality is a vital foundation for everything we do. Our Quality Assurance department’s sole focus is ensuring our clients expectations are met and exceeded. Because quality is so intrinsic in meeting our clients’ goals, we believe in a multi-layered approach to quality assurance. First, we maintain one of the lowest agent-to-supervisor ratios in the industry. This allows our supervisors to spend more time listening, coaching, and developing agents. Next, we know that training and development never really ends, so each site has a Quality Assurance and Development team which monitors every agent on a regular basis, including extra attention to new agents and agents needing a little extra help. On top of these initiatives, we maintain independent corporate quality assurance and sales verification groups.

We work with our agents every day to ensure compliance, improve product knowledge, and increase skills so your programs support your biggest assets – your brand and your customers.

We know quality is the backbone to every program success. By focusing on quality throughout the hiring and training process and then in every day operations, we ensure strong results that meet our clients’ expectations.