About Us
Centrebound are expert contact and call centre Quality Assurance specialists based in the heart of Manchester’s vibrant Northern Quarter. Set up in 2013 by highly experienced customer service and contact centre professionals, we serve an ever-changing market place, where customers need flexible customer service and quality assurance.
What we do
Centrebound offer a variety of outsourced Quality Assurance functions for businesses across the UK. Central to our services are affordable, flexible and effective multichannel quality assurance support that adds real value to your customer’s service proposition. Our vast experience in outsourced contact centre Quality Assurance enables you to focus on areas that will increase customer satisfaction and generate additional revenue as well as ensuring compliance processes are being adhered to.
The analytics we provide are 100% bespoke to each of our clients, based on your goals and objectives. The performance packs are designed and produced by our experts to match your needs, to ensure the most efficient and clear reporting is available at all times.
From a fully outsourced call centre Quality Assurance service to consultation support setting up your own QA measures, Centrebound have quickly established themselves as the industry experts.
Our Quality Assurance Executives
Located in Central Manchester we have a wealth of graduate and undergraduate talent to draw on. All our QA Executives are studying for or have completed a Bachelors degree as a minimum standard.
All Centrebound employees have contracts of employments with holidays and company pension options. We do not use zero hour contracts.
Monitoring and grading customer contacts is intensive work that requires a high level of focus. For this reason, none of our Quality Assurance Executives work longer than six-hour shifts and all receive regular breaks. All Quality Assurance monitoring is checked by a tiered process to ensure the highest possible standards.
Reporting
We know the level of service provided counts. Being able to effectively measure the experience your customers are receiving is essential. That’s because understanding your customer’s experience is vital for your business to improve its service proposition. Quality Assurance plays a key role in delivering the information that will help your business achieve its goals and objectives.
Our Quality Assurance reports highlight opportunities to increase performance in sales, service and details areas that training and further support could be a benefit. The bespoke dashboards produced for your team’s results are clear and easily actionable, to ensure deliverable results can begin immediately on the back of our surveys.
The bespoke reports can be produced as often and regularly as you require. These, coupled with your own understanding and our expert support, mean immediate actions can be offered, to ensure the most effective impact possible.
Online Reporting Portal
Our online mystery shopping reporting portal gives you instant access to and data mining capabilities of your reports.
- User defined access to individual franchise or group reports
- Secure password protected
- Instant email notification when files added
- Instant view of all reports
- Download & share options
- Supported by mobile apps for iPhone & Android
Contact us to discuss in more detail and we would be delighted to provide suggestions, advice and support on how to achieve the most effective approach for your business.