3rd Party Quality Assurance

[ToniaGilbert]

I work with an outsourced call center, and want to look into the option of having a 3rd party do some quality monitoring. Does anyone else perfom this practice in their call center? What companies do this? How does it work for you?

Thanks!

Tonia

[katalina67]

Personally as a QA Supervisor, I wouldn't advise that you go outside the company.
There are alot of benefits to having it inhouse.
It provides opportunity within the company.
Ability to increase quality call times quickly and efficiently.
Allows for more monitors done on agents and show where uptraining is needed.
QA agents can be used as trainers of the quality of the call center.
And provides a faster responce to quality issues.

The only con I have heard companies talk about is the cost.
What I have experienced is where it does cost more, QA agents got a raise when promoted to the position it provided a stepping stone into management positions which meant less training as one becomes a new supervisor, but the call times are lowered, meaning more calls taken, more satisified customers-customer loyalty, and decreased cost per call ratio which in turn means more money for the company.

If you have any further questions, email me at katalina67@hotmail.com

Have a great day!!!

[marshallogen]

Feel free to contact Concentra Solutions a 3rd party QA provider
http://www.concentrasolutions.com

Concentra Solutions has a web based QA tool called SamePage which allows multiple parties to share in the QA data.

The SamePage application was the first web-based tool developed for the outsourcing world, utilized to evaluate, coach and trend teleservices programs in both the inbound and outbound arenas via live or recorded monitoring as well as sales audits and list seeding. Additionally, it allows multiple users to work simultaneously or independently with the ability to share information about a program whether they are just a cubicle away from each other, or in another country.

Concentra has a center where they perform remote monitoring and list seeding calls on our client's behalf, and have the ability to provide companies with the SamePage technology to use as their internal QA application (there is no additional software needed, only a web connection).


You can tour the SamePage application at:
http://www.concentrasolutions.com/tour.htm

[jamessfraser]

I have a great solution. I work for a company that completes approx 400 sales per day. We use a Third Party Verification company to record our calls and then I have agents call back into the system to listen and grade the reps. My verification and quality nearly doubled. Strongly suggested. The company is called Voicetronic. Visit the website at www.voicetronic.com or call 204-982-0081.