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Quality
Assurance
At Pinnacle, we take our
commitment to you of unsurpassed quality very seriously. To
assure you of the highest call quality in the industry, each
Pinnacle Agent is monitored on an ongoing basis by both the
shift supervisor and our internal QA department.
The reports generated from
these monitoring sessions are then shared with the Agents and
appropriate praise is given or additional skill development
training is scheduled.
Most stop there; however, we
are interested in validating this on-going skills development in
three ways:
1. Client Monitoring Sessions
– We encourage this interaction so that you can listen in on
live calls and provide us with your keen insight into your
business.
2. With our Verifications
Staff we are able to look at more than the quality, but the
techniques used – as we discover improvements we move them
forward. Provide additional feedback on the technical
confirmation requirements, etc.
3. Our Network Quality
Assurance Staff keeps things in check as when you work in the
same office location and perhaps your kids go to the same school
– your opinions and judgments can be altered by those other
relationships. This is why we have off-site Network Quality
Assurance Staff providing monitoring feedback directly to the
Facility Management Staff and the Ownership.
Below is a Bio of our
network QA Staff.
Ms.
Ashley Grof, Network Quality Assurance Representative
Ashley has
grown up in this business to speak. Yes her father is the owner;
however, she has learned it from the ground-up as she has
grown-up. Ashley has proven to give valuable insight from the
outside looking in to the facility. Not having the ability to
really know the team members she audibly observes she is not
tilted by a personal dynamic. Ashley offers an energetic
perspective when listening and expects to have her attention
kept by our team members with only their voice. If not, she
will offer suggestions as to exactly what they can do to
improve.
Mrs. Jo Grof,
Network Quality Assurance Representative
Yes the
name looks familiar as the mother of the owner she has a
different perspective to provide that seems to balance with
Ashley’s enthusiasm. Jo appreciates enthusiasm; however, she is
very specific on the professional courtesy that must be there on
every call. Her opinions are not influenced by any personal
relationships with the team members as she works off-site as
well. Jo offers constructive criticism where it is needed to
keep the PCSI product one of exceptional quality.
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