OUTSOURCED QUALITY ASSURANCE | COMPLIANCE MONITORING

Name: Outsourced Quality Monitoring
Brand: VereQuest

Outsource the Effort.
Free up Resources.

Your internal call center quality assurance team can often be your most knowledgeable and valuable resource. Make the most of their talent.

Here are the top 5 reasons clients look to VereQuest for outsourced quality assurance for their customer service and sales call center:

#1 - Free up valuable internal resources for other important duties like agent coaching.

#2 - Remove bias from the quality assurance process with an independent, third-party perspective that reflects your customers' experience.

#3 - Gain access to robust, real-time reporting.

#4 - Add a more in-depth and human perspective to speech analytics results.

#5 - Reduce capital and payroll expenses.

Book a FREE QA evaluation

FLEXIBLE OPTIONS

Outsourced Quality Assurance for every unique contact center environment and budget.

1-TIME OR PERIODIC
CALL CENTER QA AUDIT

Evaluate a sample of interactions 1-time, quarterly, bi-annually or annually to benchmark your results and gain an unbiased perspective on performance.

FLEXIBLE OPTIONS

CHECK-THE-CHECKER
CALL CENTER QA

Evaluate a sample of QA evaluations completed by your internal team for calibration and QA coaching.
Evaluate your AI/Speech Analytics results with human review and assessment. Gain the insight needed to make speech analytics work better for you.

BPO CONTACT CENTER QA OVERSIGHT

Protect your brand and maximize your investment in your BPO partner organization.
Sample calls/emails/chats within your outsourced environment to stay on top of trends and calibrate QA results.

TARGETED CALL CENTER AGENT OR CHANNEL QA

Get additional call center quality assurance support for targeted groups, new hires or new channels.

ALL IN
CALL CENTER QA

Outsource all or most of your multi-channel contact center quality assurance effort to free up your internal QA team for coaching or other critical tasks.

DOWNLOAD QA CHECKLIST

DOWNLOAD GUIDE TO OUTSOURCING QA

BEST-IN-CLASS CONTACT CENTER QA SCORECARD

Let us do the heavy lifting.

Included in all outsourced quality assurance services is robust upfront consulting that is highly collaborative. We leverage best-in-class standards of excellence to design a branded, customer-centric experience that will win the hearts of your customers.

“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

Simply the best.

What makes VereQuest's outsourced quality assurance so effective? Our people.

VereQuest’s team of Performance Coaches brings unmatched expertise in outsourced quality assurance, with most team members boasting over 8 years of experience in executive and agent coaching, performance management, and training. Their background includes analyzing thousands of customer interactions, offering a unique, human-centered approach to evaluating and improving customer service quality.

Many of our coaches are also skilled actors and performers, enhancing their ability to provide and receive constructive feedback. This creative perspective allows them to empathize deeply with customers, delivering insights that improve the effectiveness of quality monitoring and coaching for outsourced quality assurance programs.

If you’re looking for a human-driven approach to assessing and improving customer interactions, our coaches provide unbiased, actionable feedback tailored to encourage growth and positivity. This ensures feedback is embraced by agents and team leads, fostering a culture of continuous improvement and exceptional service in your outsourced quality assurance efforts.

Predictable.

Pricing is based on a 'per evaluation' basis (all inclusive).
The per evaluation rate is based on the average time required to complete your evaluations -- which is fixed at the beginning of your contract.
This makes your monthly budget predictable.

LET'S TALK

Try it.

Get in touch with us for a no-obligation pilot of VereQuest's Outsourced Quality Assurance. Put us to the test to see for yourself if Outsourced Quality Assurance is a good fit for your organization.

ASK ABOUT A FREE EVALUATION

VQ Online is Included

VereQuest's Call Center Quality Assurance Software is included in all Outsourced Quality Assurance arrangements providing real-time insight, detailed reporting, and other great tools call center executives, frontline managers and agents appreciate.

Calibration is Included

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.

DOWNLOAD DATASHEET