Outsource the Effort.
Why use your most knowledgeable internal resources for time-intensive quality monitoring when they could be doing more valuable coaching and development work?
Let our experienced Customer Insight Specialists do the labor-intensive, high-volume Call Center QA and set-up your internal coaches for success.
There are lots of options to choose from ranging from outsourcing some, a little or all your Call Center QA. Read on.
VQ Online -- Call Center QA Software -- is included in all Outsourced QA arrangements providing real-time insight, detailed reporting, and other great tools call center executives, frontline managers and agents appreciate.
In addition to VQ Online real-time reporting, VereQuest conducts regular calibration/coaching sessions with your team and an annual 'deep dive' analysis of your center, business, trends and opportunities.
Contact Center Quality Assurance | Compliance Monitoring
Call Center QA -- different approaches for your unique environment.
There are lots of options based on your unique needs.
CALL CENTER QA
Pull a sample of interactions 1-time, bi-annually or annually to benchmark your results and gain an unbiased perspective on performance.
CALL CENTER QA
Evaluate a sample of QA evaluations completed by your internal team for calibration and QA coaching.
CALL CENTER QA OVERSIGHT
Sample calls/emails/chats within your outsourcer environment to stay on top of trends and calibrate QA results.
Review a sample of data from speech analytics for accuracy and actionability.
TARGETED CALL CENTER QA
Get additional QA support for targeted groups, new hires or new channels.
ALL IN -
CALL CENTER QA
Outsource all or most of your multi-channel Call Center QA effort to free up your internal QA team for coaching or other critical tasks.
Let us do the heavy lifting.
Best-in-Class Contact Center QA Scorecard
Leveraging VereQuest best-in-class standards of excellence, we design a branded, customer-centric experience together.
Detailed best-practice descriptions help inform training, coaches and frontline teams.
Details related to interaction categories for analysis and data collection are developed.
Simply the best.
Highly Qualified Coaches
Our team of QA specialists are specially trained to listen from the customer’s perspective and offer an unbiased perspective on the interaction.
Most are working actors/performers which contributes to their ability to put themselves into the ‘customer's headspace’ and interpret how the customer may be feeling.
We help them balance work/life and, given this, our team has an average tenure of 6+ years.
All VereQuest employees go through in-depth criminal background checks and annual security audits.
“I’m such a fan of VereQuest. I think it’s been eye-opening and invaluable to see our agent performance through our customers’ eyes. I’m grateful for your candor and the feedback you’ve given me about myself and my team – always constructive and intended to improve. Just can’t ask for more than that. VereQuest has been, not just a paid service provider, but an invested partner. Thanks for caring about our success.”
"The insight that our VereQuest Program Directors offer on any and all questions is absolutely AMAZING!! If a Masters Degree could be given in Customer Experience, I say that they should possess one. They are so open to providing feedback and insight in an eloquent and clear manner, it allows us to connect better with our managers/coaches and ultimately our customers…THANK YOU!!
~ Contact Center Frontline Managers
Pricing is based on a 'per evaluation' basis (all inclusive).
Price is tied to the average time required to complete your evaluations.
A more formal estimate is available following a FREE pilot.
Try it. We know you'll like it.A
Get in touch with us for a no-obligation pilot of VQ Online and VQ's Outsourced QA. Put us to the test to see for yourself how Outsourced QA could work for your organization.
Other VereQuest products + services
Understand the customer's experience with your company and in the impact it has on your contact center resources. Identify high priorities areas to reduce effort and build customer loyalty.
Need to understand where your greatest opportunities are to improve performance, reduce cost or increase sales? Need support managing change? We can help.