• Kirk Dunn

The Honeymoon's Over: Time to Monitor Your Outsourced Contact Center

Updated: May 26

A 2-minute read that could save you from being blind-sided

Congratulations! You have decided to outsource your contact center. No easy task these days with so many considerations impacting your decision: technology, location, expertise and more. You made a well-informed, logical choice. But the truth is, you can’t know what you are getting into until the honeymoon phase is over and the marriage is ticking along. On the surface, everything seems fine. Right?

The truth is you are now very much dependent on your outsourcer to keep you informed about how things are going. You get regular reports. And have regular conference calls. But how can you be sure that they are offering an unbiased perspective of what is going on that aligns with your customer’s point-of-view? Or that they are not sugar-coating reality? In fact, you can’t be 100% sure. And customer surveys will only tell you so much. Which is why it is prudent to conduct your own monitoring to validate what you are being told and gather your own insight about your business, your brand and your customer’s experience. But who has the time?

3 Tips To Make Sure Your Outsourced Contact Center Marriage Is A Happy One

1. Stay Connected

You are putting a lot on the line when you decide to outsource. And you are spending a lot of money. So, like all important investments, it is vital to key tabs on it. The fact that you are outsourcing does not mean you can outsource and forget about it. But who has the time?

That’s where outsourced Call Center QA comes into play. By having a third-party company, like VereQuest, evaluate a random selection of calls, emails and chat interactions across the center on a regular basis, you will have a very good idea about what is happening. Results can be available in real-time giving you fair warning when something goes off the rails.

Companies choose to outsource this function for the same reason they choose to outsource their sales or service contact center -- to leverage specialized expertise and technology so they can focus their own time where their strengths lie.

2. Get an Independent, Unbiased Perspective

Whereas most outsourced contact centers’ quality assurance efforts tend to focus on compliance and adherence (both of which are important), an external Call Center QA provider is best positioned to focus on identifying opportunities for removing effort and improving the customer’s experience.

And let’s not ignore the issue of conflict of interest. While, for the most part, outsourced contact centers are both reputable and trustworthy, an understandable bias may result in inflated results that obscure problems and undermine efforts to train and improve. To make effective business decisions, you need an unbiased perspective that can only come from an independent provider with no vested interest in what they are reporting.

3. Manage Possible Tension Between Your Partners

Of course, you might be worried that bringing in a third-party Call Center QA provider might put your contact center outsourcer’s nose out of joint. Certainly, the conversation needs to be respectful, positive and open. And from our experience, if your outsourced contact center provider is truly committed to continuous improvement they will welcome the opportunity presented by deeper calibration. The best partners are the ones who are constantly asking ‘What else can we be doing?’ and ‘How can we better engage the customer?’ If those are not the kind of questions you’re hearing from your outsourced contact center partners, then you may want to re-evaluate that relationship.

In summary...

The common denominator in all of this is that the most important partnership you have is not with any third-party provider. It is with your customer. That’s the marriage that counts and it’s the one that you want to take to its Diamond Anniversary.