The Orion Q-Check System is our quality assurance method and part of our overall continuous improvement program. Orion brings a strong process based quality system to our contact center originally developed in Orion’s aerospace manufacturing division. Orion’s quality system is ISO 9001 and AS9100 certified and maintains a 99.9% quality rating with its customers in the aerospace industry. Orion’s quality system translates directly to the contact center business model, bringing process driven capabilities to the contact center. In each process area, Orion insures process improvement by performing contact center services with the following quality model:
Document – Orion documents existing processes in order to provide specific training to new customer service agents. Agents are trained in specific processes and procedures.
Perform – Orion performs direct services in each process area processing telephone calls, web chats, e-mails, faxes, and other interaction types.
Measure – Each process is measured for performance and productivity. Service levels are monitored, quality is scored using automated scorecards and interactions and volumes are tracked.
Evaluate – Metrics are evaluated and root cause analysis is performed to understand how to improve Orion customer service performance or suggest process changes.
Improve – Implement improvements and begin the process again.
Call auditing takes place live on site via management and QA department observation and scoring. Our technology also enables remote audits by management and our clients. Every call is digitally recorded and additional QA is performed through call review.
AFFILIATIONS
- American Teleservices Association (Board Member)
- Customer Service and Support Professionals Group (Board Member)
- Society of Consumer Affairs Professionals
- Direct Marketing Association Nonprofit Federation
- International Customer Management Institute
- Call Center Network Group International
- Contact Center World
- Benchmark Portal
- WA Division of Vocational Rehabilitation
- WA State Labor & Industries
- Department of Veterans Affairs
- WA Department of Services for the Blind
- National Rehabilitation Association
- National Rehabilitation Counseling Association
- Rehabilitation Enterprises of Washington
- Seattle King County Workforce Development Council
- Ability One (JWOD)
