Transaction Monitoring / Quality Control

The SMART Group utilise a custom built system in order to provide ongoing management of transaction quality.

The system provides our compliance department with the ability to review sale and no sale calls / interactions, and complete a questionnaire with scoring – that is developed in conjunction with the client around the critical and non-critical aspects of the interaction.

In addition to the Transaction Monitoring process, The SMART Group employ a sophisticated 360 degree feedback model, that focuses on both the monitoring and review of staff activity.

• The use of Verint recording platform allows instantaneous review of all calls, live listening and on-screen monitoring during the call.

• In-house call monitoring software which provides scaled question / answer matrix that delivers comprehensive information around the quality of each call at both a sales and non-sales level.

• Performance management processes to ensure that representatives who are not meeting quality expectations are provided the necessary training and support.

• Ongoing reporting is provided to management to ensure best practices are adhered to.