Quality as standard chopson March 3, 2024
Outsourcing your services is a big deal. 

Quality without compromise.

Uncompromising
quality, always.

Outsourcing your services is a big deal. You need to know that the people representing your business will never let you down. The Cymphony Quality Assurance Program ensures that every interaction we have with our clients and their customers is exceptional.

Quality assured by our in-house QA team, ensuring every interaction meets the highest standard. We specialise in creating strong client relationships, allowing you the freedom to excel in what you do best. knowing your relationships are being looked after by the best in the business.
Message review

Constantly reviewing calls, messages, and chats, our QA team ensures ongoing learning and improvement. We never stand still in pursuit of excellence.

Extensive onboarding

Top-tier onboarding program: Every PA undergoes meticulous training, ensuring they grasp your business. Care and dedication at every step for unparalleled service.

Industry specialism

PAs thrive in collaborative, knowledge-sharing teams. Industry-focused groups ensure unparalleled quality, setting us apart in service excellence.

Uncompromising quality, always.
Continual process reviews

Our client services team regularly review call processes and update scripts for accounts to ensure they still serve their purpose in the best way possible.

Account management

We believe that success and communication are interlinked. Cymphony clients are assigned an Account Manager who will regularly feedback with you.

Real-time updates

Each PA receives a real time notification when a process or piece of information changes on your account. Our PAs are always kept up to date with your movements.

Continual Tests & Evaluations

Cymphony PAs are put through frequent tests as well as surprise evaluations to ensure they are always hitting the mark.

PA performance

We gauge PA performance on tone, accuracy, and crucially, the outcomes you define. Every measure aligns with your goals for exceptional service.

Extensive onboarding

Every live chat we manage offers clients and visitors a rating and feedback option. This valuable data benchmarks our performance, guiding continuous improvement.

Incentives

We drive excellence in our PAs by tying bonuses and perks directly to their performance in call handling and client feedback. Incentives for delivering the best.

Exceptional People. No Compromise.

Our philosophy is simple. We hire the best people, give them the best training and empower them to provide exceptional service for our clients.

The best people

Since our PAs represent both our client’s business and ours, we ensure that the quality of staff we employ matches your expectations as well.

Staff engagement

High employee engagement and low staff turnover ensure continuity and quality of service for our clients.

Gold standard training

All PAs complete a rigorous three-week training programme that brings them up to our accredited standards before they answer their first live call.

Top Notch QA Technology

Every technology investment at Cymphony is focused on improving the quality and efficiency of our service.
Our hi-tech QA system helps to power our Industry leading level of accuracy in our messages to you.

Client portal

State-of-the-art client portal and app to give you the capability to control and tailor each and every aspect of the service.

Uncompromising accuracy

Accuracy in your messages is critical. We were the first answering service to introduce postcode and email checker tools into our call handling software.

Continuity of service

Committed up-time of more than 99%. No single point of failure. We’re based in Crewe, but have agents working across the UK, ensuring we’re able to offer an always-on service.

We are specialists in building strong relationships with our clients and their customers. This allows you the freedom to get on with what you do best - taking care of your patients.

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