Frequently Asked Questions

What makes VereQuest different?
What other ways do organizations use VereQuest?
How much will it cost?

What makes VereQuest different?

Fewer, Better People	By leveraging the latest technology, VereQuest is able to operate in a totally virtual environment. This enables us to attract and retain Customer Insight Specialists with the right experience, education and attitude across North America. We go to great lengths to identify, pre-screen and train individuals who are best suited for your specific business and can relate to your target customer. In many cases, VereQuest Customer Insight Specialists are also highly skilled actors who are also trained in the area of executive/employee coaching.
Expertise	Contact center monitoring and performance management is our forte. As a result we can fast-track both the set-up and transition of your current customer experience monitoring efforts. Our Customer Insight Specialists benefit from continuous skills-based training, regular calibration sessions and daily coaching related to quality monitoring. By having the right processes in place, backed up by years of experience, we can be up and running on your business in record time.
Organizational transparency	There is no one part of your organization that owns the customer experience in its entirety. That’s why our technology, approach and philosophy supports full disclosure and open dialogue. We provide all stakeholders (whether internal or external) with full access to results in real time. This open environment facilitates a strong working relationship between the quality work that we do and the continuous improvement work you do. We call this “just-in-time” feedback and it is the foundation of everything we do.
Impartiality	As a third party, we are able to offer an unbiased, independent view of quality in your contact center. This is critical for pay-for-performance agreements you may have with your employees, managers or external partners.
Technology	We are able to much of what we do because of our proprietary technology. The VereQuest system operates on an independent platform from your contact center technology. This enables you to access reports, audited calls, emails or web chat sessions with greater ease via a dedicated and secure web portal. Plus, if you have multiple contact centers to consider, we can consolidate your results in a single location for greater convenience. Our technology is fully customized with little/no programming support providing you with greater flexibility to make necessary real-time adjustments (and benefit from lower systems costs).

What other ways do organizations use VereQuest?

Free up internal resources	Replaced and enhanced the internal quality monitoring effort ongoing to free up valuable resources so they can focus on high-value priorities.
Oversee Outsourcer	Engaged VereQuest to monitor the customer experience and general performance of their outsourced customer service providers. Not only does this help to prioritize vital performance gaps and enable management to stay on top of what was going on with less time, customer experience measure is also used for pay-for-performance.
Impartial Independent 3rd Party	Leveraged VereQuest insight as a key measure of performance which has been a highly effective internal and external pay-for-performance financial metric.
Validation	Augmented the traditional internal quality monitoring program to provide a customer-centric point-of-view for calibration purposes and drive continuous improvement of quality monitoring efforts.
Customized Intervention	Leveraged VereQuest experience and insight to prioritize and fast-track key customer-centric initiatives.
Brand Diagnostic	Sampled various parts of the organization to tap into what and how customers and prospects alike are responding to and engaging with the brand.

How much will it cost?

Unit Rates

Wherever possible we try to base our pricing on an agreed-to 'unit of work' which is based on the amount of time involved to do the work. Customer Experience Monitoring, Mystery Shopping, Customer Surveys, Check-Up^tm Certification are all available on a completed unit basis -- which is inclusive of people, technology and results reporting. Volume discounts apply. This makes it easier to budget and scale.

In most cases, we are able to deliver these services for less than our clients are already paying for internal resources. This makes it possible to redeploy valuable internal staff to front-line, customer-facing roles.

Project-Based

All consultative work is estimated on an hourly basis in order to establish a fixed-price rate for a piece of work. Like most consultants, rates vary based on the individuals involved. However, our 'fewer, better' approach helps keep costs down and value up ... while delivering within challenging timelines.