BWC's Quality Assurance program allows both the Loss Prevention and Recovery center, and our clients, to monitor the performance of our agents and field groups more effectively and efficiently.

We also use our Quality Assurance program to help maintain production and quality goals. We develop evaluation forms with our clients to ensure we are rating our service representatives on all pertinent criteria during customer contact. Keeping abreast of our own recovery trends and methods used to obtain "unauthorized accounts" that become apparent through the use of our program ensures we are running a highly effective and efficient signal loss prevention and recovery operation for each of our clients.

You will be able to take advantage of many outstanding features our Quality Assurance program provides, including the ability to:

• Monitor at our convenience or in real time
• Review both the voice and data entry of each call
• Set business rules for call recording, including an event-driven call
• Build custom QA forms within the system and evaluate calls online while you are monitoring
• Monitor the usage of the system, e.g., supervisor goals or QA goals
• Graph and report data to identify trends or opportunities for improvement