Outsource contact center QA, BPA Quality call center management best practices training

We value your partnership and your organisation has added a great deal of insights which has helped us to focus our priorities in the right area.

Vice President, Consumer Support Services, Mastercard

Call Center Consulting by QA Experts – Proactive Business Intelligence

Today’s Customer Expectations are putting a spotlight on how companies are interacting with their customers. As a result, the quality of service is more important than ever in keeping customers and gaining new ones.

For that reason, our expert contact center consultants draw upon decades of knowledge, practical experience, research, systems & tools, and thought leadership.  In addition, we do this across multiple business types and industries to support the achievement of your business quality objectives & goals. 

Contact Center Consulting with Industry expertise in AI, QA & speech analytics, WFM, Customer Experience, Customer Journey Mapping

Whether you need advice or guidance in setting up your quality assurance organization, maximizing the effectiveness of your current activity, developing customer journey maps, or want to investigate how best to measure performance objectively and drive improved customer engagement, our team of QA experts and call center consultants can help.

 

Our consultants offer deep expertise in quality management, AI, and speech analytics, focusing on the human element to help you achieve KPIs, streamline customer journeys, and boost contact center ROI.

As a result, our clients can expect from our call center consulting process

Call Center strategy

Contact Center Strategy

Because of our over 30  years of call center QA experience, we help develop and/or enhance your overall quality strategy from evaluations to reporting to training to calibration …

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call center analysis

Analysis

An overall analysis of KPIs, QA Forms & Metrics done by experts in QA, Psychometrics, and Customer Experience.

call center optimization

Process Optimization

End-to-End Customer Journey review which factors in Customer Effort, CSAT, Loyalty, NPS, and Voice of the Customer. Get call center efficiency tips from the experts.

call center coaching

Coaching and Feedback

Evaluate for skill gaps in agents and management and deliver tailored training solutions to support positive outcomes.

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contact center transformation

Change and Transformation

Comprehensive roadmap report supporting a positive transformation of your business. Meanwhile pushing you to the next level of best-in-class contact center experience.

call center effectiveness

Quality Effectiveness Audit

In-depth analysis of your Quality Management program coupled with a benchmark against your industry peers.  As a result, we help you align with your industry’s best practices.

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