Customer Service Operations
Quality Assurance Tester Program
How are the agencies tested?
Independent testers monitor agencies in the following ways:
Telephone Service Quality Test
Independent testers call main agency numbers as well as the numbers of agency divisions and administrations to rate (on a scale of 1/poor to 5/excellent) the telephone service of frontline operators. The testers use a numerical ranking guide to determine the rating for each area.
Staffing Agency Phone Lines Test
Independent testers monitor and document calls made to each tested agency to determine whether agencies’ main telephone lines are appropriately staffed during normal business hours.
Voicemail Compliance (Main Number) Test
Independent testers survey the after-hours voicemail greetings of each District agency. The testers listen carefully to determine if the voicemail message includes the following information:
- Agency/department unit
- Hours of operation
- Number to dial for immediate assistance
- Options for caller (e.g., website address, fax,)
- Statement that the call will be returned within 24 hours or the next business day
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