Customers' expectations are changing and are becoming more demanding of the quality of service they receive. With mature, highly refined documented processes, InterMedi@ Marketing Solutions makes service quality a priority to provide an additional competitive advantage for our clients.

InterMedi@'s QA practices include:

1. Establish baseline processes and documentation standards for each client through 360'CRM's Quality Assurance System (QAS)
2. Perform statistically valid sampling through voice and data call / contact monitoring
3. Identify root causes of problems and opportunities to refine training delivery and ultimate agent knowledge and effectiveness
4. Measure the customer experience and satisfaction through structured, real-time post call surveys
5. Provide full customer experience metrics transparency to clients
6. Monitor and record all voice, data and screens
7. Encourage ongoing client involvement
8. Establish credibility with employees and clients

360'CRM's Quality Assurance System (QAS) is integrated with InterMedi@'s CRM and telephony systems in order to provide real-time quality statistics to clients across the enterprise.

InterMedi@'s Quality and Compliance department is tasked with assuring compliance with all corporate and program level Standards Of Performance (SOPs) as well as adherence to all state and federal regulations and guidelines. InterMedi@ is an active member of the American Teleservices Association (ATA).