GIPL will continuously strive to achieve customer satisfaction by producing and providing systems, products and services that meet stated and implied needs of the customer. We will do so:
By providing leadership to drive the continuous quest for quality at GIPL.
By developing and nurturing our human resources, recognizing that these are central to our line of business.
By following well defined and continuously improving processes to ensure that we provide customer satisfaction consistently.
The qualities of calls are evaluated through-

> Mystery callers
> Recording
> Consumer surveys
> Barge-Ins
> Silent monitoring
> Some of our Quality monitoring techniques are mentioned below:

A. Frequent evaluation
The monitoring team keeps a close eye on every agent and their incentives depend on the basis of their monitored performance. Frequent evaluation of reports for every agent is carried out to judge their conformity with the script, product and the service-specific information.

B. Whispered assistance
Contact center supervisors provide whispered coaching to on-line agents. It results in a more concentrated and immediate solution when our agents are online with the customers. Moreover, test calls by prospective / existing clients are also readily welcome at all times.

C. Frequent re-evaluation
Dealing with the quality process, we view all the possible parameters in detail. All the aspects that are set up in the beginning of the process are re-evaluated and their end result is compared with the expected one (like the average time per call). All the discrepancies are noted and are rightly accounted for.

The Quality standards expected by clients drive the floor and are ensured by the Quality Assurance team. All individual processes have their own QA personnel fully trained in the product and they carry out monitoring both live and through the voice logger. All QA evaluation forms are Campaign specific.

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