Since November 2024, GetHumanCall has performed audits of add-on sales for Selectra. This partnership focuses on a different service from customer support: quality control of sales made by sales representatives and compliance checks, including KYC.
Compliance at the heart of quality control
Teams check sales against the control criteria applicable to Selectra's operations, to assess adherence to the relevant regulatory requirements and sales rules.
The scope combines KYC checks and quality control of add-on sales. The aim is to support the rigour of Selectra's sales teams and the quality of the service they provide to their customers.
The tools used
- Coach, for auditing add-on sales.
- Hangout, for communication with Selectra's teams.
Three indicators tracked over time
The latest indicators shared by the team show the results and their observation periods:
- Sales rejection rate: below 10% for three months, against a limit of 10%.
- Processing error rate: below 0.20% for six months, against a limit of 1%.
- Overall quality score: 98% on average over the last three months, against a target of 95%.
The sales rejection rate and processing error rate are two distinct indicators. The quality score relates to the audits performed within this partnership.
Jonathan Da Costa's perspective
Since November 2024, we have been supporting Selectra in its pursuit of operational excellence. Xavier Pinon's teams are particularly rigorous about following the rules and the quality of the guidance they give their customers. They want to do things properly, right down to the details. Achieving 98% quality in the audits we perform for them means living up to that standard. We love their products and are proud to support them in their work.
Jonathan Da Costa — founder of GetHumanCall · Translated from French.
A partner for your quality operations
Explore how our dedicated teams work and talk to us about your quality control needs.
.webp)