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 do not use traditional recruiting but rather rely on referrals from within our own team of Customer Insight Specialists. 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 working actors, writers and who are also trained in the area of executive/employee coaching and role-playing.
Although we work across all channels, contact center performance improvement is our forte. As a result we can fast-track in-depth, end-to-end audits or set-up and transition your current quality monitoring efforts. Our Customer Insight Specialists benefit from continuous skills-based training, regular calibration sessions and daily coaching related to ‘hearing’ from the customer’s perspective and delivering coaching that drives results. By having the right processes in place, backed up by years of experience, we can usually be up and running in 4 weeks.
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 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.
Independent Third Party
As an impartial third party, we are able to offer an unbiased, independent view of your customer experience — from the customer’s perspective. We understand that offering a perspective is only useful if it is accurate. We continually test and train our staff in how to see things from the customer’s perspective and calibrate our results with those expressed by customers. That’s why the feedback we provide from the customer’s perspective is very accurate and actionable. For many organizations, where surveys don’t tell you what to do, where ongoing surveys are not an option, where the prospect/customer is out of reach or where survey fatigue is an issue, this can be a critical piece of the puzzle.
We are able to much of what we do because of our proprietary technology. The VereQuest system operates on an independent platform allowing feedback from multiple centers or channels to be consolidated in a single site. This enables you to access reports and (where available) recordings of customer interactions with greater ease via a dedicated and secure web portal. Our technology can be fully customized with little/no programming support providing you with greater flexibility to make necessary real-time adjustments (and benefit from lower systems costs).
Help to build a customer-centric culture
Central to any customer-centric environment is leadership — from the top down and across the organization. VereQuest helps support this transition through leadership training and coaching, operational and customer mapping, measuring and reporting, front-line customer experience training and short-/long-term planning facilitation.
Free up internal resources
Many organizations see the value in replacing and enhancing the internal contact center quality effort to free up internal resources for high priority coaching. This can be particularly important during periods of high volume when ‘all hands on deck’ limits the insight you have during your busiest time. In most cases, VereQuest can assume responsibility for internal quality monitoring for the same (or less) cost than you may be paying for an internal team.
Oversee call center outsourcer
Outsourcing the customer service, help desk or sales effort to a third party also means you are turning over your customer relationships. VereQuest can monitor and audit the customer experience and overall performance of your outsourced service providers. Not only does this help to prioritize vital performance gaps but also enables management to stay on top of what is going on. In some cases, this can facilitate pay-for-performance arrangements. Our approach is not a ‘gotcha’ strategy but rather one where we work to support the outsourcer meet and exceed your expectations.
From multi-day leadership training through to 1 hour workshops delivered live or via webcast and interactive conference roundtables, VereQuest has a multitude of tools to help you make the most of every interaction you have with your employees and customers alike.
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. Our units of work tend to be inclusive of people, technology and reporting. Volume discounts apply. Billed in Canadian or US dollars. Call us now for a no-obligation estimate and ROI for your project.