Expert, UK Based Contact Centre Quality Assurance Services

Centrebound provides bespoke Quality Assurance services to companies throughout the U.K. Delivering expert, flexible and cost-effective support to enhance their contact centre service and improve customer experience and compliance.

Services we provide

• Inbound & outbound quality assurance monitoring
• Email quality assurance monitoring
• Webchat / Livechat quality assurance monitoring
• Social media quality assurance monitoring
• Compliance & adherence monitoring (e.g. FCA)
• Quality Assurance consultation
• Training and feedback sessions
• Bespoke M.I. and reporting packages
• Online reporting
• Onsite QA consultation

Benefits

• Cost effective and efficient outsourced service
• Independent and objective feedback for staff
• Improved customer satisfaction and quality
• Flexible and reliable quality monitoring
• Increased sales and revenue
• Customer retention improved
• Compliance and adherence to regulatory standards increased
• Detailed and bespoke Management Information packages

Contact Centre Quality Assurance

Contact centres are essential for businesses that rely on customer service and support. Quality assurance (QA) is a crucial component of ensuring customer satisfaction, improving agent performance, and identifying areas for improvement within the contact centre. Outsourcing QA can provide several benefits for contact centres, including:

Expertise and Experience: QA outsourcing providers have the expertise and experience needed to conduct effective evaluations of contact centre operations. These providers typically have dedicated teams of professionals with years of experience in conducting QA evaluations and can provide valuable insights that may not be available within the contact centre.

Increased Efficiency: Outsourcing QA allows contact centres to focus on their core competencies, such as customer service and support. By outsourcing QA, contact centres can reduce the time and resources needed to manage QA evaluations and can allocate those resources to other critical areas.

Cost Savings: Outsourcing QA can be more cost-effective than managing it in-house. Contact centres that manage their QA evaluations in-house may need to hire additional staff, invest in technology and software, and provide ongoing training and development. Outsourcing QA can provide cost savings by reducing these expenses.

Flexibility: Outsourcing QA provides contact centres with greater flexibility in managing their operations. Contact centres can choose to outsource QA on a project-by-project basis or as a recurring service. This flexibility allows contact centres to adapt to changing business needs and customer demands.

Objectivity: Outsourcing QA provides an objective perspective on the contact centre’s operations. An outside provider can offer an unbiased evaluation of agent performance, customer interactions, and overall contact centre operations.

The quality of service provided to customers is the priority of any company. Having an expert team monitoring and providing feedback is essential. Outsourcing your Quality Assurance to Centrebound offers the ideal way to do this. Outsourcing QA can provide significant benefits for contact centres, including expertise, increased efficiency, cost savings, flexibility, and objectivity. These benefits can help contact centres improve their operations, increase customer satisfaction, and achieve their business goals.

If you would like to learn more about how outsourcing your contact centre QA can help your business, please see our customer’s Top Five Reasons to Outsource Quality Assurance.