Contact Centre Quality Assurance

The Canadian Mental Health Association – Edmonton Region is facing key challenges related to significant growth, limited processes and tools in place to measure and evaluate our service quality on this given scale, and the introduction of new technology and telephony system providing us with data required for quality assurance. Through auditing our current system and processes, identifying gaps, performing research surrounding our current tolls and market use, we are looking to devise a reliable mechanism for quality assurance within the contact centre. The desired outcome of this project would be the creation of a process that allows us to leverage the technology that we currently have innovatively so that we can effectively manage the call centre and ensure quality calls, along with overall improved effectiveness and efficiency in our program area.

Faculty Supervisor:

Hina Abro;Mian Wang;Tarah Batstone

Student:

Partner:

Canadian Mental Health Association - Edmonton Region

Discipline:

Sociology

Sector:

Health and Related Sciences & Technology

University:

NorQuest College

Program: