BPA Featured Article

Why QA Should Be Part of Every Outsourcing Experience

By Paula Bernier, Executive Editor, TMC
September 11, 2018

Outsourcing is a common practice when it comes to businesses and call centers. Using outside organizations to manage the human and technological aspects of outbound calling efforts can allow a business to avoid extra costs and focus on its core business instead of administrative details.

But there are at least a couple major potential pitfalls to this approach.

• If the company doing the outsourcing doesn’t make sure there’s good quality assurance, the call center might not reflect well on their brand. And their reputation could be tarnished. That’s a problem for the business, and it also reflects poorly on the company to which the business outsourced its call center work.

• If no one is paying close attention to what agents are doing on the phone, the business could be missing out on some great opportunities to upsell people on the other end of the line.

However, with strong quality assurance processes in place, the organizations on both sides of outsourcing can avoid reputation problems stemming from their phone campaigns. And they can provide contact center agents with the guidance they need to treat customers respectfully, address their needs efficiently, and do all they can to meet the business’ call handling and upselling targets.

Quality assurance allows for all that. And it can be done in a variety of ways.

Call center managers can sit with individual agents, listen to their conversations as they happen, and offer input along the way or after the calls. Contact centers can record agent-customer phone interactions, have a quality assurance person review them later, and then offer coaching based on that. Businesses can also assess performance by looking at call logs, customer complaints, and survey results to get a better sense of agent performance.

Edited by Maurice Nagle


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