Berlin-Wheeler, Inc. combines the efforts of both Quality Assurance and Training, emphasis and direct focus is on the "customer care" aspect of the training session offered by Berlin-Wheeler..
This goes hand in hand with our quality driven training program, which ensures all policies and procedures are strictly followed.
Each Agent receives multiple evaluations per month to ensure that our quality standards are achieved. After an evaluation has been completed, constructive feedback is provided to the Agent to further improve their performance.
Our Quality Assurance Analysts, and Corporate Trainers, spend hours upon hours listening to phone calls. This is apart of our High Performance Training, and the information gathered here is used in our Training Material.