Quality assurance is a function of every employee at Rainmaker Asia, from our managers and supervisors down to the CSR level, including all of our support staff. Rainmaker Asia's planning process for achieving and retaining customer service leadership, as well as maintaining superior quality standards, rolls up to the highest level including our Chairman and CEO.

We take pride in our company's programs to attain the highest standards in quality. We employ reliability targets and advanced quality systems in compliance with ISO 9001:2000 quality standards. This includes internal quality audits and a closed loop corrective action system. Rainmaker Asia is an ISO certified company and follows ISO quality standards to ensure that all procedures are documented and communicated to all functional groups. Weekly quality assessment meetings are held to address all quality-related issues accordingly.

Our agents are monitored daily and are evaluated on random intervals. We conduct extensive audits on agents during the first two weeks of a new program and a 2.5% quality audit per agent on a regular ongoing basis. The monitoring sessions require a completed contact in which each call is scored, identifying strengths and areas for improvement and implementing corrective actions, if necessary.

After call evaluations are performed, results are turned over to our operations group for immediate action. Consequently, agents who need improvement are given 1-on-1 counseling and re-training sessions on a real-time basis. All audit results are communicated during the quality assessment meetings held weekly. Reports are generated weekly and monthly to determine an agent's performance against a set of quality criteria including voice quality, product knowledge, courtesy, call handling skills, and overall communication skills. We also support remote monitoring activities so that clients can easily access our operation to determine that their program conforms to expectations and commitments.