Quality Policy

Infoline is committed to be the market leader in the field of ITES / BPO by incorporating best practices, service commitment, ensuring customer delight and continual improvement.

Infoline has been awarded ISO 9001:2008 Certificate which signifies compliance with the international standards of Quality Management System(QMS).

Infoline LLC is the first outsourced contact centre in Sultanate of Oman to achieve ISO certification. This certification strengthens Infoline’s commitment to provide quality of service to its clients.

Quality monitoring is crucial for any contact centre success, at Infoline the set quality parameters for each project are streamlined to ensure high customer satisfaction. The quality standards respective to every process is maintained through frequent internal audits to ensure compliance with respective quality controls. At Infoline we have dedicated Quality Assurance Team which closely works with the Operations team and the Training Team.

Infoline provides various tools and reports for on line/off line quality management. Few of them include:

  • On line status monitoring of agents and process
  • Live barge-in in silent mode and supervisor assist
  • Live barge-in in coaching mode
  • Call recording & screen capture
  • Remote monitoring of above facilities