Contact Center Quality Assurance | Compliance Monitoring
Outsource the QA Effort.
Your internal call center quality assurance team can often be your most knowledgeable and valuable resource.
Here are the top 5 reasons clients outsource their call center QA to VereQuest:
#1 - Free up valuable internal resources for other important duties like agent coaching.
#2 - Remove bias from QA with an independent, third-party perspective that reflects your customers' experience.
#3 - Gain access to robust, real-time reporting.
#4 - Validate investment in speech analytics.
#5 - Reduce capital and payroll expenses.
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.
Call Center QA for every unique environment and budget.
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
Included in the Outsourced QA 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.
Simply the best.
Highly Qualified + Experienced QA Analysts
What makes VereQuest's Performance Coaches and coaching different? Our people. Most of VereQuest's Performance Coaches are working actors and performers which contributes to their ability to put themselves into the ‘customer's headspace’ and interpret how the customer may be feeling.
Many VereQuest Performance Coaches have been working with VereQuest for 8+ years and have a wide range of experience in executive and agent coaching, performance management, and training. Importantly they have listened to, read, and provided coaching for literally thousands of customer interactions.
Our team of Performance Coaches has years of experience coaching in a wide range of environments. Importantly, their coaching is both unbiased and actionable. By design, our coaches are specially trained to ensure coaching is positive (not punitive) which makes the feedback welcomed and anticipated by both Team Leads and Agents alike.
“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).
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.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.