Centrebound provides bespoke Quality Assurance services to companies throughout the U.K. Delivering expert, flexible and cost-effective support to enhance their customer’s experience.
Services we provide
- Inbound & outbound quality assurance monitoring
- Email quality assurance monitoring
- Web chat / Live chat 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
- Call recording systems
- Onsite QA consultation
- 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
Quality Assurance (QA) is a business process that ensures products and services meet an internally agreed standard.
In the contact centre, QA usually refers to monitoring agents’ interactions with customers, making sure processes are followed and seeking improvements.
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.
If you are interested in what makes a best practice quality assurance solution or want some QA tips, please take a look at Centrebound’s own Seven ‘C’s of Contact Centre Quality Assurance.
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.