211 CERTIFIED

How it works?

We Partner With All 211s. All Sizes. All Structures.

1. Identify where your team lands on the quality spectrum

To deliver exceptional service, 211 contact centers typically have one or all three of the below to assess and improve quality:

  • Internal Quality Assurance (QA) Teams: Staff who provide in-house feedback on agent performance.
  • Customer Satisfaction (CSAT) Surveys: Direct feedback from clients on their experience.
  • Third-Party Secret Shopper Evaluation (SSE): An unbiased, comprehensive external assessment of service quality

2. Identify which tier of 211 Certified works best for your structure

Every 211 has unique needs. Multiple tiers of assessment can help customize your Quality Assurance practices in the most unbiased way possible. You will also market your 211 brand in a unique way through these opportunities.

3. Get Started

We can implement this process immediately. We will gather data across a minimum of 15 unique KPIs for your team on a quarterly basis. We also schedule consistent meetings to advocate for your excellent work in a variety of settings. Let's get started!