3rd Party Remote Call Monitoring Feature

It may seem like a no-brainer, but more and more companies are discovering just how important the matter of “Quality’ is to a customer. According to a recent Aspect (News - Alert) Consumer Experience survey, some 76 percent of respondents said they viewed customer service as the true test of how much a company values them. Another survey showed that two-thirds of 1,000 people asked said they’d drop a company after just one poor customer experience. Obviously, quality matters.

And that was the whole point of a recent blog by Karyn Dupree, Director of Quality Solutions & Social Media at BPA Quality, a global leader in independent-quality evaluation, customer insight and people development solutions.

“A potent Quality program that provides objective and customer-concentric evaluations can make the difference in agents’ abilities to understand the optimum way to provide first-class customer service,” Dupree wrote. “There are three main platforms of Quality:  Internal Quality Team, Outsourced (offshored) Quality Team and Pro-sourced Quality Team.  Choosing the right one depends on the business needs and goals.”

As such, Dupree examined the various differences of all three, and explained how each one could pertain to a particular business situation.

“If you are looking to have total control over the quality program and to have analysts available to answer calls during high call volume, then an internal team may be your choice,” she said. “From my many conversations with call center leaders, they have complained that quality wasn’t being done because the analysts were pulled to help manage call queues.” It would seem an internal solution in this case might be the best choice.

Outsource or offshoring quality monitoring will definitely get audits completed, “in a check box mentality,” she observed. But because this work is outsourced to other countries, cultural differences can arise. “The cultural difference can be one word or tone away from losing a customer,” Dupree warns. “A quality program should contribute insight to all your customers’ expectations and benefit call center managers with appropriate information to properly coach agents.”

The third choice is ‘Pro-Sourcing Quality.’ “Uncovering business intelligence to help a company reach their goals and needs are all part of a pro-sourcing relationship,” Dupree notes. “Since most pro-sourcing quality companies are located where your customers live, [they are] capable of understanding the culture and even regionalism of your customers.”

As presented, the choices offer options for almost any scenario. The trick is to pick the one that best suits your needs, to make sure every customer interaction is of the highest quality. Because once a customer is lost, they’re not coming back.