Quality Assurance

We only invite the best talents to be part of the Upcall community and provide continuous skill development to drive higher conversions. Read on to discover how our Quality Assurance process helps us ensure Upcallers are always getting better and driving results back to you.

1. Recruitment
Screening Interview
2. Development
Onboarding Practice Reviewing
3. Quality assurance
Human Review AI Assistance Internal Scoring
4. Review
Client rating Feedback

1 Recruitment

Local Sales Professionals
with american accents, able to build rapport through an understanding of the local culture and geography.
Real Person to person interview
We screen Upcaller’s
previous work history and background in client’s industry
5-10 years average sales experience
Matching Upcallers with clients
based on expertise, geography and campaign performance
Less than 3% of Upcallers are approved

2 Development

Multiple levels of training and certification are required before making calls for clients
New Upcallers get time to practice and are reviewed before being officially approved to call on “live” campaigns
Ongoing development customized to each Upcaller based on individual QA scores and campaign’s needs
Realtime performance dashboard for each Upcaller to provide key data and results
Customize your company’s profile page and FAQ section on each campaign to provide main features, common topics and key selling points.

3 Quality Assurance

Fully Managed QA Team reviews calls
Upcall Accuracy Score
tracks tens of different data signals on each campaign
Artificial Intelligence Assistance
helps with call transcription and keyword analysis
Upcallers use our state of the art
dialer, script interface, and forms to conduct their calls for your campaigns.
Upcall tracks various metrics
such as:
- Call Etiquette
- Success Rate
- Data Accuracy
- Call Duration
- List Quality
- Handling Objections

Upcall QA Process

Templates

Clients choose the call templates best suited to their needs.
Provide Data

Clients insert the necessary dynamic fields, FAQ and knowledge base.
Call Script

Upcallers get access to the information needed to generate successful calls.
AI Helps

We monitor calls for buying signals, sentiment and specific keywords/phrases.
Human QA

Specialists review calls for accuracy of the answers and notes taken by Upcalers

4 Review

Thumbs up/thumbs down rating system.
Cite specific attributes you liked about a call.
Provide open-ended feedback on a specific call.
Tip to show an Upcaller they went above and beyond.

INSIGHTS ON EVERY CONVERSATION

Upcallers use our platform to make their calls. This means every keystroke, keyword and key result is tracked.
You can login to the dashboard and see call details and other vital statistics whenever you want.
Data from your calls automatically provide list cleansing for bad numbers, person left and other list hygiene issues,
as well as standardized disposition management for reporting and analyzing conversation results.

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