Quality Assurance
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 supervisor 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 and visual 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. The Interaction Client allows an authorized user to record and listen to multiple calls simultaneously.

As an extension to this monitoring capability, we support Hosted Monitoring sessions that allow two or more parties to listen in on a conversation of another group of parties without allowing the second group to hear what the first group is saying to each other.

• Listen, Whisper and Record can be performed on the same call
• Agents may visually see who is monitoring them, or this may be hidden from the agent
• Unhosted monitoring for remote clients