Define and communicate quality standards

The level of quality to be delivered to customers is defined by Service Level Agreements (SLA) and communicated to every team member.

Train the team

Synergy has a well-defined training program with a generic component and a campaign specific training module

Provide feedback

All agents and supervisors are given feedback on a weekly basis (or more frequently if needed), about their performance against expected goals. The feedback process includes one-on-one sessions and group sessions.

Retrain the team members

The operations management team identifies specific training needs for the employees based on joint review and analysis with client.