Quality Assurance Outsourcing

When it comes to assessment of call quality via outsourced Quality Assurance process, the results become much more precise, objective and thus more useful to a center. Customers are asked the questions about the quality of service rendered, which can signify the level of customer content, and provide important additional data to the quality monitoring process.

There exist several beliefs on behalf of QA outsourcing. In some cases it is considered a service when a third party company performs remote monitoring to score calls. Or as it is else referred to as somebody different than customer evaluates the quality. As an alternative, QA outsourcing should be treated as the process of utilizing information from real client surveys to be delivered to the representatives who took the call. In this aspect it is indeed a unique way to enhance call quality by getting direct feedback from customers and delivering it to the representatives. However, the strongest effect of QA outsourcing is reached when implemented using external telephone surveying of customers.

The way it works

In QA outsourcing analysts use customers’ voice to evaluate call quality, and improve but no way to replace the established call monitoring process. However, it can not substitute all the legacy processes as customers just can’t assess some components of the call: corporate policy compliance or information precision. So, QA outsourcing can only add up to the call center monitoring team to effectively cover all the areas. As a conclusion – it is wise to apply the combination of external and internal call evaluations.

To attain maximum effect, it is essential that the telephone customer survey to be conducted within one to three days upon the customer’s call (to make sure that client can provide the details of the interaction). Next, each operator receives his own QA report card where one can find customer satisfaction ratings, feedback and recommendations for performance enhancement.

At the output one will have two types of reports:

1. A QA report card from a set of customers serviced by an operator
2. Feedback from the organization’s call monitoring evaluation.

One of the reports concentrates on operator’s satisfying the customer needs, whereas the other one focuses on the efficiency of covering the organization’s needs. With this QA approach one can get objective evaluation of operator’s activity from two different sources of data.

Introduction of a New System

It takes quite a while for the bulk of representatives to get used to a customer-driven QA outsourcing system where client is the supreme judge of the quality of the call. Time to adjust to the new system can be too much and depends on how much the new client focused QA feedback system differs from company’s conventional call monitoring system.

QA Outsourcing cost

The cost of maintaining internal QA is significant and is increasingly growing. Most centers seek the means to meet the demand for an increased number of call monitoring evaluations while maintaining, but still trying o reduce, operating costs. Outsourcing QA is a good solution to satisfy both needs.

For comparison: utilizing an innovative QA approach, the total average cost for QA evaluations is about $50 per operator a month, as contrasted to the estimated $75 per month in case of generic call monitoring evaluations for QA. However, the rate of savings depends individually upon a center.

Summary

A generic call monitoring system aspires to meet organizational as well as customer demands by utilizing only one evaluation process. The new outsourced QA process improves the conventional call monitoring through adding critical customer feedback delivered in due time to enhance quality of calls, increase customer satisfaction and cut costs. The severe competition in to date market compels to consider more effective and efficient ways to improve call quality, and in this case outsourcing QA can be the right choice.