Outsourced Quality Assurance

Independent assessment of service delivery

Assessing the performance of contact centre staff is crucial in ensuring that service levels are consistently high

Managing and validating the conversations Advisors hold with customers on a daily basis is a vital and challenging element of running a contact centre. Whilst internal quality monitoring is particularly useful it can also be hugely advantageous to gain external feedback on quality; this allows comparisons and conclusions to be drawn which ultimately will drive an overall improvement in service quality.

Sigma has a specialised and independent Quality Assurance Team which carries out quality assessments in regard to both our own contact centre and those of several clients. Linking the work carried out by the team to the training and development of advisors helps to ensure that advisor skills are constantly developed and improved.

Benefits:

  1. Reassurance – outsourced quality assessment provides independent auditing of the customer contact process
  2. Improved customer experience – focus on continual improvement benefits the customer
Redditch Office
Grosvenor House
Prospect Hill
Redditch
B97 4DL

Birmingham Office
McLaren
46 The Priory Queensway
Birmingham
B4 7LR