Our Quality

Fulcrum vision is, “To be absolutely customer focused so that we can be the customer acquisition and customer retention specialist”

Effective quality assurance process is at the heart of our business.

Extensive reporting can be provided to clients with key performance measures in place to measure agent talk time, productivity, sales conversion rates, and first call query resolution, customer satisfaction rates.

For telesales campaigns – Sales processed by our agents undergo an intensive quality assurance process, is graded and passed before submitted to our clients.

Technologies in use include:

  •  CRM system allowing uniform view of customers and tracking transactions and interactions with customers
  • Diallers with predictive, manual and preview dial capabilities
  • Fibre connectivity
  • Premium voice quality – Tier 1 Connection
  • Voice Recording
  • Call Logging
  • Data security protocols

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