Bellcom Worldwide is a leading provider of call centre services and consultancy for many of the world's most successful brands. We aim to work in partnership with your business. We create tailor-made services and solutions in order for you to benefit from increased brand awareness, market share and revenue. The predominant focus in what we do is Business to Business Telesales, as well as lead generation and inbound sales, with over 10 years experience. As a leading provider of multilingual B2B call centre services, we pride ourselves on success and the relationships we have with our clients. At Bellcom Worldwide, we provide a range of call centre services from a single UK based location. With over 250 advisor positions, our call centre services support live and automated customer interactions and transactions across the full customer lifecycle.

1. Quality Control

2. 1 Bellcom Values
2 QA Strategy
3 Bellcom Standard KPI’s
4 QA Development
5 Team Capability
6 Technology
7 QA Team Promise
8 QA Client Promise
9 Innovation
Content

3. The Bellcom values are critical to the success of our quality strategy that we are actively
looking to deliver on a day to day basis to continue the excellent reputation Bellcom has
with its clients and customers.
Bellcom Values
The value “Quality is a
habit” has been a key driver
within Bellcom for the last
14 years. This has embedded
itself within the culture and
is now expected to be
delivered in every interaction
with customers not only on
the telephone but via any
form of communication.
1. We put our customers
and colleagues first
2. We are professional
3. We respect each other
4. We work as one team
5. Quality is a habit

4. The strategy that we have put in place for our QA team members;
• Our key aim is to improve the performance of our campaigns through the
continuous development of the people on the front line.
• We have set out to treat each person as an individual and not a number.
• We continue to maintain the client and Bellcom’s KPI’s .
• We are approachable. Not only by the Team Leaders/Sales Manager but by the
agents on the phone.
• We are a contributor to performance ensuring the sales/customer experience
hits the highest quality. We ensure compliance is met but we are not a sales
police.
• We offer only fair and constructive feedback at all times that can improve the
agents skill set.
QA Strategy

5. Bellcom Standard KPI’s
• 3 call monitoring per week covering
sales approach and soft skills.
• 100% lead generation calls reviewed.
• 3 reviews per week are carried out
ensuring ID + V checks are carried out.
• Each agent receives weekly feedback.
• Any QA fails are reported when
discovered and information passed
directly to team manager.

6. QA Development
We believe that in order to deliver a consistent performance from the QA
department, it is vital that we invest in the people within the QA team. We employ
a number of tools to ensure that we can maintain our standard
 Monthly 1-2-1 performance Reviews
 Performance Improvement Plans
 Daily team interaction to share campaign updates
 Monthly campaign call calibrations.
 Full involvement in the Bellcom culture (Award Ceremonies)
 External training courses

7. Team Capability
At present we are a team that reflects our business size, however, with the way
we conduct ourselves as a department and overall as a business. we do have the
capability to put in place a multilingual team over night.
We currently hold below Languages in the QA department
• English
• Italian
• Spanish
• German
We have a waiting list of employees who are keen to join us who cover;
• French
• Russian
• 5 additional English speakers

8. Technology
We have a number of different systems available to us. This allows us to
deliver the quality to the highest level possible. The key aspects to us are;
• Every call is recorded.
• We have full access to the last 4 years of call recordings – ideal for
training use.
• We have a full QA system that allows us to score each agent on the
clients key areas as well as soft skills.
• We are driving our home agent working platform.

9. QA Promise
• We are committed to ensure that your brand is represented and
protected
• We are committed to supporting the team to achieve their KPI’s.
• We are committed to being flexible and adaptable.
• We are committed to effectively use our past experience to
ensure the campaign gets off to the best possible start.
• We guarantee full transparency – on request, you can access any
call record you desire
• We can provide live call listening

10. Innovation
Having worked in numerous contact centres in the UK, I have found
Bellcom to be one of the most innovative. Bellcom Worldwide offers:
• Home Agent Working
• We are experienced and effective in finding out what works and are
quick to react to put new processes in place and train staff effectively.
• We have excellent facilities available to us to allow people to become
specialists in their area
• We develop the agents to take full responsibility for their performance
which results in people taking pride in their work.
• We take feedback on board from our people to continuously improve
the service delivery.

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