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The Benefits of Outsourcing Quality Evaluation and Monitoring:
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More monitoring = statistically valid data.
Most companies have resources available to monitor just 2-5 calls per month. To have statistically valid results, companies must monitor more. Unfortunately, increased monitoring is time consuming and costly for most companies. Outsourcing allows for more monitoring for more valid data.
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Objective evaluations.
Rather than rely on internal QA monitors, who may have friends among the agents they are monitoring, outsourced monitors provide more objectivity. HyperQuality staff will provide an unbiased score for each and every agent evaluated.
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Keep your best agents on the phone.
Often, companies promote their best agents to QA monitors, thereby negatively affecting available call center staffing. As a result, their QA scores tend to decrease. HyperQuality ensures that your best agents remain on the phone, doing what they do best for your business.
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Consistent evaluations across multiple locations.
Companies with multiple contact centers can ensure consistent evaluations across all centers. With a dedicated team monitoring and evaluating your agents, you'll be able to fairly and accurately compare results, whether your contact center is in the Midwest or offshore. In addition, monitoring and evaluations are calibrated with your own results, so you can be assured that your agents' scores are accurate, just as if you performed them yourself.
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Substantial cost savings.
The use of near-shore or off-shore labor results in significantly lower cost-per-call-monitored.
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Timely and consistent evaluations.
A dedicated team focused solely on your company’s call monitoring ensures that evaluations are performed in a timely, consistent manner, rather than relegating the QA process to an “as available” staffing activity.
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