Outsourced Quality Monitoring

Posted on October 29, 2021 in Call Center Management • Contact center consulting • Customer Experience • Employee Experience • Leadership • Outsourced Quality Monitoring • Outsourcing • Quality Assurance • WFH • WFM

Tags: #callcenter• #callcentre• #cctr• #contactcenter• #contactcentre• #custexp• Call Center Consulting• Colin Taylor• Contact Center Consulting• Customer Experience• WFH

By Colin Taylor We won’t go back to the “before times.” It is a simple as that. Wanting the world to be as you think it should be, rather than as it is, is the textbook definition of neurotic. So buckle up and get ready for the new world. “Hybrid work” is a new and […]

Posted on May 18, 2018 in AHT • ASA • Call Center Consulting • Call Center DIY • Call center Humor • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • Opinion • Outsourced Quality Monitoring • Quality • retention • Strategy • Technology

Tags: Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

By Colin Taylor In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. It has been said that Call Centers produce more data and more measurement opportunities than is possible in almost any other communications channel. But while we know what each of these […]

Posted on January 05, 2018 in Offshoring-Outsourcing • Outsourced Quality Monitoring • Outsourcing • Outsourcing • Sourcing • Uncategorized

  By: Peg Ayers, MBA, CCXP Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. You’re trusting somebody else with your customers? What are you […]

Posted on March 23, 2016 in Call Center Consulting • Call Center Management • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Metrics • Outsourced Quality Monitoring • Quality

Tags: #callcenter• #contactcenter• #Cx• Call Center Assessment• Call Center Audit• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• CSAT• Customer Experience• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Taylor Reach Group

Quality is a critical support function in call and contact centers. In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. Colin: Hello and welcome to Talking Contact Centers. My name is Colin […]

Posted on September 26, 2012 in Call Center DIY • Call Center Management • Call Center Performance • Call Center Tools • Outsourced Quality Monitoring • People management • Quality • Strategy • The Taylor Reach Group

Tags: #callcenter• #callcenterDIY• #custserv• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Outsourced Quality Listening• Strategy• Taylor Reach Group

By John Cockerill, Calibration is the art of being able to standardize the measurement of calls or transaction quality across and amongst those doing the work and those who review the work. Without calibration any program is open to cries of bias, unfair treatment, and the results can be inconsistent or ineffective. While this is […]

Posted on September 11, 2010 in Call Center Consulting • Contact Centre Ops • Outsourced Quality Monitoring • Quality • The Taylor Reach Group

Tags: Call Center Consulting• Contact Center Consulting• Outsourced Quality• Outsourced Quality Listening• Outsourced Quality Monitoring• Outsourcing• Taylor Reach Group

DOES YOUR QA PROCESS WORK? Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to selected clients. Major issues for many centers is time, or lack of time required to complete the ‘call monitoring’ consistently, objectively and regularly. While all supervisors acknowledge that monitoring is important […]

Posted on August 27, 2010 in Call Center Consulting • Case Study • Contact Centre Ops • Customer Satisfaction • Outsourced Quality Monitoring • People management • Quality • Strategy • Success • The Taylor Reach Group

Tags: Call Center Consulting• Case Study• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Satisfaction• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring• Outsourcing• Strategy• Taylor Reach Group

We have just published a new Case Study on Outsourced Quality Monitoring. This is a service we have been providing to a select number of clients for more than 5 years and now are rolling out. Outsource your QA Monitoring The Taylor Reach Group Inc. (Taylor Reach) offers 3rd Party Quality Monitoring Service (3PQM) to […]