Outsourcing Call Quality Assessment 

Using 3rd Party Suppliers to measure your call quality in the call centre.

There is no question that assessing the quality of your contact centre (aka call centre) agents is a critical component to improving service delivery for your customers. 

But as you know, it takes an extraordinary amount of time to score and assess a single phone call.

In fact, a rule of thumb would suggest that conducting a quality assessment on a call is typically three times the duration of the call. 

And who normally does the scoring? The Team Leader!

This then takes time away from the Team Leader doing what they should be doing, coaching!!!

Using a third party to help perform a call quality assessment on your contact centre calls has a number of benefits that include time (freeing up your internal resources) as well as providing an external, independent assessment to avoid any bias issues. 

Each call quality assessment provide need to assess your calls against a standard, either one they have developed themselves or using call quality standards you have defined your business, or a combination of the two. 

Learn more about the Australian Call Centre Quality Standards >

FYI, quality standards can also be assessed for more than just phone calls.

Quality Assessments can be performed across a range of customer service functions, including emails, live chat correspondence, complaint management, and more. 

If you need help designing a Quality Assessment Framework (QA) for your contact centre, search our call centre consultant's category or call centre management training suppliers >

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