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Article : How To Choose An Outsourced Quality Monitoring Partner

President & Chief Experience Officer
VereQuest Inc.
Add Contact

#contactcenterworld

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

  • Can I see this company working as an extension of my contact center? Is there a good cultural fit? Do we share the same values?

  • References. References.

  • Does this company have experience in your industry sector?

  • Do they specialize in contact center quality monitoring?

  • What is the background of the QM team including previous experience and tenure? Is the QM team dedicated to my business?

  • Do they have the technological expertise to access your call, email and chat systems (and perhaps some options)?

  • Will they provide a best-in-class scorecard template for your industry?

  • Is their coaching well-written, actionable and meaningful?

  • Do they offer added-value, real-time technology and reporting?

  • Do they offer ‘just-in-time’ escalations (critical coaching moments)?

  • Is the service scalable for new hires, new campaigns, peak periods?

  • Will I realize cost savings?

  • Is it important that the QM team understand the local environment/culture? The industry? The geographic location?

  • Can this company adapt to my unique operating environment?



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:

  • Real-time, online reporting to highlight trends, coaching opportunities, training effectiveness and more.

  • Consolidation of results across multiple sites or business units that may be using different recording platforms.

  • Consolidation of results across multiple channels including calls, emails, chat and video more.

  • Provide access to customer interactions to other stakeholders outside of the contact center.


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.

#contactcenterworld


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.:
Company LogoVereQuest 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.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Monday, January 2, 2017

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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