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

Contact Center Quality Consulting

Call Center Consulting by QA Experts

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 expert call center consultants can help.

In fact, our consultants provide in-depth industry and technical expertise in the areas of quality management, artificial intelligence, QA & speech analytics technology, process excellence, customer insight, maximizing the human element in interactions, coaching, and feedback, achieving KPIs, customer journey mapping and helping you maximize contact center ROI.

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

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 …

Analysis

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

Process Optimization

End-to-End Customer Journey review which factors in Customer Effort, CSAT, Loyalty, NPS, and Voice of the Customer.

Coaching and Feedback

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

Change and Transformation

Comprehensive roadmap report to support the positive transformation of your business and push you to the next level of best-in-class contact center experience.

Quality Effectiveness Audit

In-depth analysis and benchmarking of your Quality Management program against your industry peers that aligns with industry best practices.

Ready to improve your call center performance?

Customer expectations are higher than ever. To maximize the impact of your contact center quality programs, we need to look beyond simply quality monitoring and lift the lid on your quality processes to ensure they are driving improvements and delivering results.”

Martin Teasdale – Senior Director Quality Experience