Quality Control

Quality Control as a Fundamental Discipline

Credico takes the Quality Control function very, very seriously. In fact, our commitment to ensuring that the highest quality is achieved is truly unparalleled in the business. And with a department of up to 25 full time quality control staff members, the highest possible standards are delivered.

Client-Dedicated Personnel

Staff members of the quality control center are dedicated to specific clients. This way, they are completely familiar with the particular attributes of their application forms, know exactly what to look for and how to resolve issues. They are therefore completely familiar with:

  • The specific products and feesQuality Control
  • The specific reward program options
  • Any optional fee-based programs
  • Which IDs are required and/or are acceptable
  • What information is mandatory and what is optional
  • Which potential fields could contain errors based on app-form layout
  • What current client promotions are being tested in field

Outbound Call Center

The outbound call center is staffed with QC representatives who call back customers to ascertain two key aspects of important information:

1. Application Forms: No Missing or Unclear Information

When applications are delivered to our clients, they’ve been vetted through our process. They contain the correct information, are legible, and have been scrubbed for any unintentional errors. Customers whose applications had questionable or missing input are contacted by phone and the issue is resolved. Client benefits include:

Quality Control
  • Virtually no further verification or follow-up is required
  • No look-ups or call-backs needed
  • No wasted time
  • Higher approval rates
  • Higher net activations
  • Higher efficiency, thus higher profitability

2. Customer Validations: Ensuring Representative Integrity

A considerable percentage of customers are called back with the express objective of determining if the client’s products were presented with integrity. We proactively ask questions such as:

  • Did the representative indicate the price?
  • Did the representative advise of the interest rate?
  • Did the representative explain the reward program?

Further, special surveys can be customized to probe for additional details relating to the customer experience at point-of-sale. Credico often verifies if our representatives behaved as complete ambassadors to our clients. We ask customers to rank professionalism, and to ensure that all information given was accurate.

Follow Through Actions Ensure Ongoing Quality

Ensuring high quality control means putting a constant focus on meeting expectations.

  • Mystery shopping programs are conducted
  • Any shortcoming result in corrective actions. These include re-training where indicated, or appropriate disciplinary action
  • When high standards are consistently performed, Credico has special recognition programs to reward representatives for high quality and integrity.