PROCESS

Quality

Arwen also has a continuous quality assurance program, based on:

Statistical Quality Monitoring
Our independent quality assurance and compliance team records and evaluates between 7.5% and 12.5% of all calls taken.

Ongoing Training
Arwen agents spend 10% of their time on ongoing, feedback based training. Arwen evaluates the monitored calls on qualitative and quantitative metrics and uses the results to drive continuing, agent-specific training programs.

End Customer Feedback
Periodic end customer feedback is critical for evaluating the effectiveness of the quality management and training programs.

Independent Compliance Team
Independent compliance team ensures that Arwen and its employees fulfill all contractual and legal requirements.