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UNCOVER ANNUAL SAVINGS, SALES GROWTH
 & ENHANCE CUSTOMER EXPERIENCE

ERIC YOUNG
ASSOCIATES
(A Division of Tele-Centre Assist Inc.)​​
Free Consultation
Contact Center & Profit Improvement
Consultants

(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?

While we do calculate Quality Scores, our emphasis is more directed to 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
Achieve Consistency &  Continuously Improve
 Customer Experience
For every customer touch point.
An Objective Quality Evaluation of Your Customer Contacts

  • Customized for Every Client
  • 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...
$13.99
​per Completed Report Card

Or if You Prefer to Evaluate Yourself?
  • Try our comprehensive, state-of-the-art cloud based Quality Audit Utility.

Use Applications

  • Evaluate Phone, Chat & Email
  • Validate Regulatory Compliance
  • Forms, Documents & Contracts
  • Process / Workflow Compliance
  • ​Mystery Contact Assessments

Why Use an External Evaluation Service?

  • Objective & Unbiased
  • Subjectivity is Removed
  • More Frequent, Timely Evaluations & Feedback
  • Significant Cost Savings
  • 3rd Party Expert Perspective
  • ​Improve Coaching Effectiveness

Ask about certifying your 3rd party outsourcer with the Quality Service Rating (QSR) 
Book a Demonstration
CONTACT CENTER & OPERATIONAL EFFICIENCY CONSULTANTS
Operations Efficiency Audit (BaseLine) - Operations Interim Management - Quality Evaluations - Vendor Management
SME Staffing - Revenue Improvement - Efficiency & Contact Center Technology