FGC+ establishes agreed-upon KPIs with each client to aptly measure the team’s progress and accomplishments. After the team is live, the outsourced staff are supervised and guided by onsite Team Leaders and Operations Managers. On top of daily oversight, their work goes through Quality Assurance checks that involve call monitoring, performance evaluations, feedback/coaching, development plans, and more. Additionally, our Reports and Analytics team provide customized reports for performance visibility and data-driven insights that our Client Services team regularly reviews with each client to identify areas for improvement and make sure that everything is meeting expectations.