Contact Center Outsourcing Services - Quality Assurance

Excellence can be measured

Quality Assurance

At Global Response, we employ robust metrics for individual team performance as a key driver to our continuous improvement process. We’re motivated to excel at every customer touchpoint to increase productivity, drive engagement, and improve customer satisfaction.

Superior customer experience is never an accident

Excellence requires years of experience and commitment to stringent optimization metrics. If you’re looking to outsource your customer engagement, you need to be sure that your solution meets your standards. Do any of these pain points sound familiar?

Superior Customer Experience

You need better control over metrics and performance

Many third-party contact center solutions don’t offer the transparency you need to control quality. You need a solution that gives you key insights, improves internal processes, and maintains a standard of operations that makes your brand stand out.

You need a solution that stays obsessively on-brand

The secret sauce in customer happiness is emotional intelligence. You need quality-related metrics to deliver insights into your customer engagement team’s soft skills and their ability to translate your brand message accurately every time.

You need customer engagement to inform business decisions

A fully integrated quality assurance solution helps inform business decisions, track business trends, and drive business growth. Our rigorous standards for improvement give you visibility into areas for cost savings, operational efficiencies, and more.

Set the bar at “gold standard”

With our tools for  analysis and improvement, you can rest assured that superior quality is within your control. We partner with our customers to ensure our teams know their goals and meet their standards for success.

Gold Standard

Working smarter, faster, better

With Global Response you can improve performance, uncover cost savings, and drive business insights and results. That’s because we hold ourselves to standards of continuous improvement that directly increase customer satisfaction, operational efficiency, and business outcomes.

Robust metrics and absolute transparency

We take quality assurance seriously. You’ll have real-time insights into the most important KPIs for customer success, including first contact resolution (FCR), average handle time (AHT), call quality, abandonment rate, and CSAT. We drive improvements by measuring across every channel and combining metrics to give you the big picture and the minute details.

Soft skills stand out

We employ quality-related metrics to ensure your customers receive the best personal attention every time. Our employee training program involves brand immersion so that our teams become your team. They will always be on message and ensure the tone of your brand is communicated. Their performance is measured accordingly.

An extension of your goals

We provide total transparency into customer experience metrics so we can identify and advise our partners on priorities and pain points. Our digital solutions can fully integrate into your processes and inform the management of your business operations. By outsourcing your customer engagement you are investing in a solution that gives right back to your business.
Continuous Improvement

Continuous improvement is in our DNA

Our quality assurance service gives you the tools and insights you need to impact customer satisfaction and business results. Choose a solution that puts you in the driver’s seat.

Connect with a customer experience consultant

Schedule a call today!

For any questions, call 800.537.8000.