Helvey & Associates emphasizes and maintains quality assurance and control systems to assure the effective and efficient operation of our entire call center and support operations.  As an important element of our commitment to quality and to help assure the continuation of our success, Helvey & Associates has committed and dedicated resources to an independent Quality Assurance Department for ongoing auditing, analysis and recommendations regarding quality assurance. The many specific quality control checks currently in place are a standard adjunct to any Helvey & Associates services contract.   Additional quality control procedures will be established, depending upon your company’s current and ongoing needs and requirements.  We look forward to and encourage interaction and feedback from our clients, which we consider absolutely essential for any agency to maintain superlative service. 

We consider teleconferencing and quarterly meetings to be an excellent start on developing a long-term quality partnership between your firm and Helvey.  In addition, we propose to provide you with a Monthly Business Review Report that includes a recap of the previous month’s performance.

Quality Assurance is an Integral Part of Helvey & Associates Culture

The effectiveness of any quality assurance program is contingent upon the commitment of the agency's management and staff.  Without a strong personal commitment to high quality from everyone involved, quality control in any real sense does not exist. Such things as quality control check points, supervision, and systems support will all be ineffective if the people involved in the system do not believe in the value of performing at the highest level possible.

Accordingly, several steps must be taken before quality control systems can become an effective and dependable reality:

• Senior management must be dedicated to the highest quality possible, and must lead by example.
• Agency personnel must be selected carefully.  They must have personal standards and characteristics conducive to the performance of quality work.
• All personnel must be properly trained.  They must be taught the necessary skills to do the right job and the value of high quality work.
• Continuing and consistent support of high quality work must be provided by all levels of management.
• Working conditions must reflect our corporate dedication to quality.
• Because performing at the highest quality levels is more difficult than simply meeting minimum standards, everyone must be motivated properly.
• People must be rewarded for good work.  Raises, promotions, bonuses and recognition must all clearly support high levels of performance.  When they do, the best people grow with our agency and provide ongoing, exemplary leadership.

Helvey & Associates has practiced these principles since our inception, and they have been major factors supporting our organization's sustained growth.  Our clients will attest that the effect of our commitment to quality is probably best seen in both our performance and our long-term quality client partnerships.