From the Wires
VoltDelta Service Provider Solutions Achieves Perfect Accuracy Score in Independent 411 Quality Audit
By: Business Wire
Jan. 10, 2013 11:00 AM
VoltDelta Service Provider Solutions, the leading resource for Directory Assistance service to telecommunication providers in North America and throughout the world announced today that a 100% accuracy metric has been achieved within an independent accuracy audit conducted by Quality Management Group (Qmg). This Database Quality Audit consisted of monitoring and collecting 1,200 randomly selected Directory Assistance calls requesting business, residential and government contact information. The audit was completed in October, 2012.
Qmg conducted this quality audit for VoltDelta Service Provider Solutions as the source of the telephony and operator infrastructure for many 411 service providers. On-site Qmg auditors captured and documented all interactions between the caller and the operator. This information was used to assist with the verification and analysis process of each call sample to complete the accuracy scoring.
Every telephone number in the sample was checked for accuracy by calling the listing owner. If the listing details matched what was verified by the listing owner the telephone number was considered accurate.
“VoltDelta Service Provider Solutions achieved a perfect score in our accuracy audit with the use of business, residential and government contact data processed by VoltDelta’s peer business unit LSSiDATA,” said Andrew Matson, President of the Quality Management Group. “A 100% mark for accuracy, exceeding the 98.39% industry accuracy mean for Directory Assistance providers indicates that processes are working for delivering quality.”
Achieving a perfect accuracy score for data essential to directory assistance service is particularly notable due to the multiple sources accessed to compile a complete range of listings as well as frequency of change. VoltDelta Service Provider Solutions provides the telephony, contact data, and operator infrastructure currently handling more than 2 billion calls annually in North America. Contact Center on Demand (CCOD) and IVR solutions for telecommunication organizations are also offered.
“Achieving 100% accuracy in this independent audit serves as an excellent indicator of our overall quality, which becomes more remarkable when considering that more than 2 billion calls per year traverse VoltDelta’s hosted platform,” said Terry Saeger, SVP and GM of VoltDelta OnDemand and Service Provider Solutions. “This commitment to quality extends to our enterprise-based customers who rely on VoltDelta’s Cloud-based Contact Center and IVR solutions for customer care.”
About The Quality Management Group, Inc.
The Quality Management Group combines scientific expertise with a thorough understanding of database accuracy, automation quality, statistical sampling, and customer satisfaction to provide quality programs that produce actionable results and feedback. Qmg’s statistically significant approach to measuring the customer experience ensures that our clients receive the most accurate, credible, and reliable data and analysis available. Find out more at www.qualitymg.com.
About VoltDelta Service Provider Solutions
Part of Volt Information Sciences, VoltDelta OnDemand provides Contact Center On Demand (CCOD) and voice recognition solutions that enable and enhance multi-channel customer care with automation to reduce costs. The company supports more than 2 billion calls and 2 billion SMS messages per year in North America with 99.99% reliability to support some of the leading organizations in the world. For more information, please visit: www.voltdelta.com.
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