Sharon Oatway, President and Chief Experience Officer with VereQuest, continues her deep dive into quality monitoring by sharing a check list of what to look for from a provider in the following article.
There are a number of different organizations that offer outsourced quality monitoring, from large companies in North America to offshore solutions and independent consultants. Choosing the right partner is key to seamlessly transitioning to an outsourced environment, realizing incremental benefits and managing costs.
Outsourced QM Partner Checklist
When it comes to the company’s experience in quality monitoring, think outside of the box. It is always more realistic to have a point-of-view that is customer-centric and not skewed by what the provider knows about the internal workings of the company. There are real advantages to having a QM team whose background is not contact center related. Aligning the QM team with your target customer can give you a more realistic point-of-view.
Should You Choose Onshore or Offshore?
There are certainly some cost savings to be found in an offshore outsourced quality monitoring environment. For those who are satisfied with the ‘check-the-box,’ ‘black-or-white’ approach to quality monitoring, offshore QM specialists may be sufficient.
That being said, most organizations benefit from having a clear line of sight to the market in which they operate. When evaluating customer interactions, understanding root cause or underlying motivations are critical to coaching effectiveness and where operational efficiencies can be found.
Deciding to stay Onshore for quality monitoring may require you to compromise quantity in favor of quality. Understanding the added-value quality monitoring can deliver in terms of removing customer effort or improving operational effectiveness can only help improve your ROI.
Leveraging your QM Partner’s technology
You may have a call recording system that has some built-in forms you can use for quality monitoring. And two other systems for email and chat. Given that the technology you may have is not specifically designed for quality monitoring, these ‘free’ tools can greatly limit the value quality monitoring can deliver to your organization.
Some outsourced quality monitoring partners have developed technology specifically for QM. This technology can offer you some real advantages, including but not limited to:
Remember, outsourcing doesn’t have to be an all or nothing proposition. You can also have a third party conduct a random sample of evaluations to help calibrate your internal QM teams’ efforts.
About Sharon Oatway:
Having lead the start-up and launch of two of Canada’s full-service direct banks, some of the first rewards-based credit cards, the first major alternative long distance provider and a private-label travel offering, Sharon Oatway and her team are uniquely qualified to provide insight into the factors which alter consumer behavior and build sustainable loyalty.
About VereQuest Inc.:
VereQuest is best known for our independent, third party quality monitoring for contact centers that delivers short-/long-term results. Our proprietary approach to evaluating your customer’s experience helps your internal teams focus on what matters most to customers. Our high quality coaching support coupled with online training sustains performance. Cross-channel monitoring – Calls, Emails, Web Chat – makes it possible to focus on key areas of opportunity. Highly recommended by several long-term, clients, each global brands. An essential tool for any company who outsources their contact center. An important resource to ensure your internal QM is aligned with your customers' perception of service.
Published: Monday, January 2, 2017
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