Who Should Really Be Listening and Evaluating Your Calls?

A well-established Quality Assurance program ensures a higher level of customer satisfaction due to improved customer service, which can lead to greater profitability for a business. Companies have the option of employing front line supervisors, establishing a dedicated internal Quality Assessment team, or hiring an independent third party QA service provider to implement the QA program during daily operations. All of these QA service providers have their own benefits and limitations.

Sound Expertise and Proven Experience

Every enterprise wants to efficiently manage its resources. Third party QA service providers have solid and proven experience along with expertise that can readily be put to use. This experience and expertise is gained after successfully handling QA programs involving call recording and monitoring, one-on-one call coaching, establishing the QA program and training the internal team, QA calibration, auditing, etc. An independent QA service provider can handle the entire value aspect while the operations team fully concentrates on providing quality customer service. Also, the capability and understanding gained enables third party QA providers to provide intelligent data that unravels the crucial business drivers. An in-house QA team might take years to actually acquire the same expertise and experience.

Accountability

Independent third-party QA service providers maintain a high-level of accountability and professionalism when dealing with clients. Independent QA service providers know they are entirely responsible for handling the QA program for their clients, and failure on their part will lead to customer dissatisfaction, decreased revenue for the client, and loss of their customer base. Companies interested in an in-house QA team will invest in infrastructure, manpower, technology, and software to build the team. And if this same team fails to perform, it can be a detrimental loss to the company.

Objectivity

A third-party QA provider will conduct an independent assessment of calls, entirely free from any kind of influence or internal bias. An independent QA provider will conduct analysis from a customer-centered point of view and can provide an informed judgment, while an internal QA team or analyst might be challenged to maintain objectivity while assessing calls.

Satisfied customers lead to successful businesses. Choosing an independent, third-party QA service provider can help companies ensure that all processes maximize customer satisfaction and business results.

By |2022-04-20T01:26:20-06:00March 7, 2012|

Author

Patrick joined Etech in 2000 and has held a variety of Leadership positions. In 2005 he helped lead the training of the first outbound and inbound team members in the Gandhinagar, India facility. Built on the success of this original team, Etech has been able to grow the outbound, inbound and web chat sales teams in India from 30 initial team members to its current team of approximately 600+ team members.

Recent Blog

How to set your team up for success and great performance

November 16, 2022

A leader’s job does not end with building and leading a team, they are further required to innovate & find ways to set the team up for success and great performance.

Read More

Tips to create an engaged organization

November 10, 2022

Here are some tips to create an engaged organization!

Read More

Evaluating the need for zero trust architecture and its effectiveness

November 3, 2022

To prevent data breaches, zero trust architecture is regarded as one of the most effective methods that can be utilized.

Read More
Go to Top