Free your time and energy to focus on driving improvement. We provide our clients with independent & objective monitoring and evaluation of your calls which is critically important to ensure integrity in your metrics and insights.
Do you outsource your Contact Centre? An independent evaluation separate from that produced by the outsourcer themselves is an imperative to arm you with what you need to manage the customer experience delivered by your provider. How insane is it that Outsource Providers are the ones producing their own quality KPI?
Have your own in-house Quality Team? Great! We have extensive experience in working with these teams to build worlds-best expertise from a ‘check-the-checker’ perspective. Our objective monitoring is terrific to drive internal calibration and ensure maximum value is being provided by your team to your business. Our independent reviews can compliment your in-house monitoring program and, critically, give you the confidence and knowledge that it’s all working as it should.
A Team Leader model of assessment is what the majority of Contact Centres get by with. This is fraught with danger and rarely effective unless there is a rigorous calibration and training regime in place to ensure data integrity and objectivity. It’s also not the best use of a Team Leader’s time. Most of their time and energy should be invested in coaching the behaviours needed for agents to change their habits and continuously improve. A listening strategy is certainly important but formal Quality Monitoring is not ideal with its obvious time constraints and the natural inherent bias at play.
We have well over 20 years experience in designing, implementing and conducting Call Quality Monitoring Programs for medium to large Contact Centres in Australia and overseas. We have the experience, the expertise and the evaluation model, ‘The 5 Degrees of Customer Experience’ to help you whatever your situation. We deliver the actionable insight and metrics you need to fuel your coaching and improvement process.
We review call recordings of customer conversations that you supply for individuals and teams in sales, service and retention. We evaluate your agents use of specific behaviours (approximately 16) within 5 core competencies proven to maximise customer experience and business outcomes. Monthly, Quarterly and annual Quality Monitoring subscriptions are available with great rates based on average call duration and results delivery timeframes needed.