Donor Dialogue has built longstanding client relationships and a strong reputation in the industry, in part, because of our commitment to quality and quality control. From training, role-playing and coaching, to monitoring and evaluating, we employ a process that keeps our agents focused on the goals and needs of both blood center and donor.
We also adhere to a 12:1 agent to Team Lead ratio. Agent feedback is an integral part of the donor quality cycle. Regular team meetings are held to discuss issues, solutions and process improvement recommendations.
We use audio monitoring, side-by-side coaching, and random recordings to improve the agent's performance. Remote monitoring is also available for clients to monitor the agents.