TMone understands the value of every customer interaction and how it impacts a customer’s perceptions of brand, overall satisfaction and buying decisions. As a partner TMone operates as an extension of our client at all customer touch points ensuring positive and productive customer experience. At TMone our Quality Assurance process is built to inspect and report on all stages of the customer sales cycle through both quantitative analysis and inspection. Reporting allows managers to drill down and inspect agent behavior at a macro and micro level.
TMone uses a proprietary web based scoring system based on behavioral core competencies to score and record specific behaviors. This system ties TMone’s relational database management system (RDMS) to enable in-depth analysis of quality trends, identification of red zone agents, immediate response to alert behaviors and the ability to recognize and respond to opportunities day over day, month over month.
TMone provides best in class remote monitoring abilities for Clients. This allows for Clients to be involved with the Quality Assurance process and work with TMone to continually improve. The QA department is fully integrated with the systems that our sales agents use, which allows for QAR access to CRM activity and a full range of reporting. TMone provides clients with an “in-house” QA department.
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