Howard Lee, former Senior Vice President of Disney Direct, has founded a company called HyperQuality, LLC. HyperQuality, based in Seattle, Washington, has the single purpose of helping customer care professionals become “EvenBetter” ^SM every day. In HyperQuality, Mr. Lee has developed an innovative way of leveraging offshore resources to help U.S. based Call Centers and their professionals. HyperQuality is a quality assurance service that reviews and evaluates telephone conversations, email correspondence, and online chat between customers and customer care agents and reports the results to managers, supervisors and individual agents on a daily basis.

Launched just six month ago, HyperQuality is already helping more than 2,000 U.S. based professionals for several Fortune 1000 companies. By providing this daily feedback to customer service agents, HyperQuality can deliver measurable improvement in its clients’ customer satisfaction. HyperQuality solves the persistent call center problem of not having consistent and timely feedback for their customer care professionals. Most call centers can only afford 2 to 4 feedback sessions a month; HyperQuality can deliver daily feedback at an affordable price using well-qualified and specially trained staff based in Gurgaon, India. HyperQuality delivers an innovative service that has the ability to provide daily listening and analysis that is specific to the agent. HyperQuality also has the ability to calibrate and monitor off-shore customer care professionals for U.S. based companies and to provide daily critical independent quality assessment.

Mr. Lee is the former CEO of PhotoWorks, a NASDAQ listed company as well as the former Senior Vice President for Disney Direct, a division of the Walt Disney Company. He has over 20 years of experience working with and running customer care facilities.