Open Access Marketing Quality

It does not matter how much money you save outsourcing if high quality results are not delivered. In this industry, you really get what you pay for. With OAM, your campaign and projects are supported by a large ancillary management, training, HR, and quality assurance staff. This is what it takes to deliver a high quality outsourced solution that replicates what you can do domestically. Because we recognize this at OAM, we take a unique and practical approach to the business of developing communication and sales skills - an approach that is designed to produce tangible results and a measurable return on investment.

Our Methodology

Our experience has shown that monitoring calls alone is not enough to produce results. Feedback needs to happen consistently and must be received by the person receiving the feedback as an improvement on their current techniques. Our methodology in creating a high quailty outsourcing experience is based on 3 simple principles: Listen, Train, Coach.

Listen, Train, Coach

  • Listen: We listen to recordings, in-session calls, and mock calls between agents. With our best employees in the quality assurance team, they quickly pick out the nuances that need improvement and ultimately, the validity of each call.

  • Train: We implement the call feedback immediately with the agents and continue to monitor for improvement. All employees are subject to on-going call training regardless of experience.

  • Coach: Coaching is an often overlooked part of quality assurance process. We have coaches who roam our floors to answer all agent questions in real-time.