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OUTSOURCED CONTACT CENTER QUALITY ASSURANCE | COMPLIANCE MONITORING
Outsource the Effort.
Focus on Coaching.
Your internal call center quality assurance team can often be your most knowledgeable and valuable resource. Make the most of their talent.
Here are the top 5 reasons clients look to VereQuest for outsourced quality assurance for their customer service and sales call center:
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#1 - Free up valuable internal resources for other important duties like agent coaching.
#2 - Remove bias from the Quality Assurance process with an independent, third-party perspective that reflects your customers' experience.
#3 - Gain access to robust, real-time reporting.
#4 - Add a more in-depth and human perspective to speech analytics results.
#5 - Reduce capital and payroll expenses.
FLEXIBLE OPTIONS
Outsourced Quality Assurance. For every unique contact center environment and budget.
FLEXIBLE OPTIONS
There are lots of options based on your unique needs.
1-TIME OR PERIODIC
CALL CENTER QA AUDIT
Pull a sample of interactions 1-time, quarterly, bi-annually or annually to benchmark your results and gain an unbiased perspective on performance.
CHECK-THE-CHECKER
CALL CENTER QA
Evaluate a sample of QA evaluations completed by your internal team for calibration and QA coaching.
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Evaluate your AI/Speech Analytics results with human review and assessment. Gain the insight needed to make Speech Analysts work better for you.
BPO CONTACT CENTER QA OVERSIGHT
Protect your brand and maximize your investment in your BPO partner organization.
Sample calls/emails/chats within your outsourcer environment to stay on top of trends and calibrate QA results.
TARGETED CALL CENTER AGENT OR CHANNEL QA
Get additional call center quality assurance support for targeted groups, new hires or new channels.
ALL IN -
CALL CENTER QA
Outsource all or most of your multi-channel Contact Center Quality Monitoring effort to free up your internal QA team for coaching or other critical tasks.
BEST-IN-CLASS CONTACT CENTER QA SCORECARD
Let us do the heavy lifting.
Included in all Outsourced Quality Assurance 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.​
“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
Simply the best.
What makes VereQuest's performance coaching so effective? Our people.
VereQuest's team of Performance Coaches brings unparalleled depth of experience, with most having over 8 years at our firm, specializing in executive and agent coaching, performance management, and training. Their extensive background in analyzing thousands of customer interactions enriches their coaching, providing a unique, human perspective on customer service quality.
Additionally, many of our coaches are also working actors and performers, making them adept at delivering and receiving constructive feedback. This artistic expertise enhances their ability to empathize with customers, offering invaluable insights into customer emotions and improving the effectiveness of our quality monitoring and coaching.
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If you're seeking a human touch in assessing and enhancing the quality of your customer interactions, look no further. Our coaches deliver unbiased, actionable feedback designed to be positive and encouraging—never punitive. This approach ensures that feedback is not only accepted but also welcomed and anticipated by team leads and agents alike, fostering an environment of continuous improvement and exceptional customer service.
VereQuest's Call Center Quality Assurance Software is included in all Outsourced Quality Assurance 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.
Are you getting the most out of your
Contact Center Quality Assurance efforts?
CLICK HERE
to learn more about our FREE QA Test Drive
Contact Center Solutions Designed to Deliver Great Customer Experiences
When off-the-shelf training isn't enough, VereQuest delivers high-impact, customizable call center training that integrates customer service and sales soft skills into your unique work environment—at a fraction of the cost and time of custom development.
Developed from best practices across millions of customer interactions, our 5-30 minute modules equip frontline staff to manage even the most challenging conversations with empathy and expertise. Designed for lasting impact, VereQuest's training offers realistic scenarios, authentic customer interactions, and practical assessments, empowering new and experienced agents to deliver exceptional service from day one.
Empower your call center QA team with intuitive, low-cost software designed to enhance their ability to deliver deep, insightful evaluations of every customer interaction. Our platform provides QA assignment and distribution at a click, turning a once cumbersome task into an easily trackable process.
With real-time, comprehensive reporting and effective coaching feedback tools, we support your team in achieving consistent quality and performance. Enjoy our transparent, flat-rate pricing—no hidden costs, just dependable support for your team to excel in this crucial role, all at the most competitive price.
Leverage VereQuest's decades of expertise in transforming contact centers, focusing on optimizing the resources you may already have in place or pointing you in the right direction. We specialize in refining processes and tools to boost agent performance and enhance efficiency, ensuring you maximize the potential of your existing investments and work efforts.
Our approach to consulting empowers your call center team with improved capabilities, significantly enhancing customer satisfaction, reducing costs, and giving your business a competitive edge.