Outsource Quality Assurance?
If you’re deciding whether to hire an outside firm or monitor the quality performance of your call center representatives using just internal staff, you should do both.
If all QA agents are in-house, you’ll sometimes:
- be short on human resource (How far-out are you currently on call reviews? What about during spikes?),
- lack objectivity (Had problems in this area before? Is it required for any reason – 3rd party verify?), and
- need new ideas and tools.
And total QA can’t be outsourced because you need workforce feedback. Responsible managers should be:
- Reviewing dashboards
- Looking at real-time analytics
- Listening to recordings
- Tracking KPIs
- Thinking about objective metrics
- Creating a continuous loop of assessment / calibration
Bottom line, outside quality monitoring provides additional data your managers may not have time-for or know-how to produce, and can be a business support when you don’t have the right resources.
If all QA agents are in-house, you’ll sometimes:
- be short on human resource (How far-out are you currently on call reviews? What about during spikes?),
- lack objectivity (Had problems in this area before? Is it required for any reason – 3rd party verify?), and
- need new ideas and tools.
And total QA can’t be outsourced because you need workforce feedback. Responsible managers should be:
- Reviewing dashboards
- Looking at real-time analytics
- Listening to recordings
- Tracking KPIs
- Thinking about objective metrics
- Creating a continuous loop of assessment / calibration
Bottom line, outside quality monitoring provides additional data your managers may not have time-for or know-how to produce, and a business support when you don’t have the right resources.
