Outsourced Quality Monitoring

Posted on December 23, 2010 in Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center Management • Call Center Performance • Call Center Tools • Call centre consulting • Customer Experience • Customer Reach • Quality • Strategy • The Taylor Reach Group

Tags: Call Center Assessment• Call Center Audit• Call Center Consulting• Call Center Management• Call Center Performance• Call Center Quality• Call Center Tools• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Outsourced Quality Listening• Outsourced Quality Monitoring

In the past issues, several efficiency indicators (such as AHT, ASA, Call volume and cost per calls) were discussed. At the time it was noted that most of the current contact centre operational indicators are focused around efficiency measurement as traditionally cost reduction has been the number one objective! In the last 15 years, however, […]

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 […]