We value your partnership and your organisation has added a great deal of insights which has helped us to focus our priorities in the right area.
Vice President, Consumer Support Services, Mastercard
It has never been more important to understand the quality of service being delivered to your customers and to develop robust systems to maximise the opportunities presented by every customer interaction. The current challenges have impacted businesses of all sizes and changed the way we all do business with our customers, driving increased engagement expectations and understanding.
Our consulting services are underpinned by over 30 years of global experience working in contact centre quality, this allows us to apply an outstanding depth of contact centre quality expertise. Our expert consultants draw upon knowledge, practical experience, research, systems & tools, and thought leadership across multiple business types and industries to support the achievement of your business objectives.
We support you in developing your QA vision and strategy, improving performance, and focusing on achieving specific business outcomes. Your business is our priority, our work will align fully with your strategic objectives, carefully understanding your organisation and culture to deliver tangible results through practical, hands-on partnership.
Whether you need advice or guidance in setting up your quality assurance organisation, maximising the effectiveness from your current activity, or you want to investigate how you best measure performance objectively to drive improved customer engagement, our team of QA expert business partners can help.
Our skilled quality consultants have vast experience of contact centre and quality best practice and will work in partnership with you to develop practical and actionable solutions.
Our consultants provide in-depth industry and technical expertise in the areas of quality management, augmented intelligence, QA & analytics technology, process excellence, customer insight, maximizing the human element in interactions, coaching and feedback, enhancing KPI’s, and helping you maximise contact centre ROI.
How our clients benefit from our consultancy process
Customer expectations are higher than ever. To maximise the impact of your contact centre quality programmes, we need to look beyond simply quality monitoring and lift the lid on your quality processes to ensure they are driving improvements and delivering results.”
Martin Teasdale – Senior Director Quality Experience