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CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Savings, Sales Improvement, Enhanced
Customer Experience

CALL TODAY!   (416) 498-9440  or  877-889-ERIC (3742)

Quality

Take the "Fluff" out of Quality Evaluations

INBOUND - OUTBOUND - CHAT - EMAIL - F2F - COMPLIANCE - BACK OFFICE WORK
If you and 2 other people scored the same call, chat,  email or back office work, would the result be the same for everyone?
Our approach is simple. We capture your desired behaviours and then remove subjectivity by converting them into simple forced choice questions; 

Did the agent do it; Yes or No?

We don't focus on bottom line scores but rather on the incidence of individual behaviours. Results are viewed as  metrics. They are evaluated against a baseline average, they drive training and coaching and they are critical for defining accountability.

We Objectively Quantify & Evaluate Your Customer Communications

Managing Call Center Quality






Especially important for expanding businesses, ensuring
consistency for every customer touch point.
An Objective Quality Evaluation of Your Customer Contacts
  • Initial Customization
  • Unbiased 3rd Party Monitoring
  • Bi-Weekly Reviews
  • Joint Monitoring / Calibration
  • "Report Card" Format
  • Reporting by Group, type, Agent
  • Week-over-Week Comparisons
  • Web Access

As Low As...
$32
​per Completed Report Card

Prefer to Evaluate Yourself?
  • Try our cloud based Quality Audit Utility.

Use Applications
  • Evaluate Phone, Chat & Email
  • Validate Regulatory Compliance
  • Forms, Documents & Contracts
  • Process / Workflow Compliance

Why Use an External Evaluation Service?
  • Objective & Unbiased
  • Subjectivity is Removed
  • More Frequent, Timely Evaluations to Agents
  • Significant Cost Savings
  • 3rd Party Expert Perspective
  • ​Improve Coaching Effectiveness

Ask about certifying your 3rd party outsourcer with the Quality Service Rating (QSR) 
​​Achieve a Consistent
Customer Experience

  • Unbiased 3rd Party Monitoring
  • No Subjectivity - a BIG Step Away from Vague Quality Scores!
  • Customized for Every Client
  • Week-Over-Week Comparisons
  • Incidence Tracking of Desired Behaviours
  • Powerful Benchmarking
  • Enables Focused Coaching
Call for a Demonstration Today!
CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Operations Efficiency Audit (BaseLine) - Operations Interim Management - Quality Evaluations - Vendor Management
SME Staffing - Revenue Improvement - Efficiency & Contact Center Technology