The client is 93-year-old laundry and air vending service provider with operations in the USA, Canada, and Europe. They actively cater to consumers, residents, property owners, and property managers daily.
The client wanted to outsource its QA call audit support. They wanted us to provide agents who could converse and understand both Spanish and English and wanted these agents to monitor the customer service calls handled by their in-house team.
One of the main challenges was that the client expected a very quick turnaround time. We also had to ensure that we kept costs down without compromising on the quality.
We performed a pilot project by assigning one agent who monitored a small sample of recorded calls. This was done to determine a rough estimate of the delivery volume and how feasible it was to add more agents to the project. The trial run was a success.
We also ensured that all recruits to the team underwent stringent training for 10 days. After getting the go-ahead from the client, we transitioned the agents to begin work on the live project. Each agent was given a set target of calls to monitor and QA sheets that had to be delivered on the client's platform.
The client has been very satisfied with the results of the call monitoring support provided by our resources. Despite the addition of further requirements, we have stuck to the SLA and the turnaround time.
Outsource2india provides highly professional, reliable, and cost-effective call monitoring support services as well a full spectrum of other call center services to a diverse, global clientele. We have been providing highly effective call center services for over 23 years and, over the years of our operations, have built a solid reputation for ourselves in the market. Our clients know that we bring the right mix of industry know-how and expertise to the table and also provide highly professional and experienced call center professionals to every project. Our affordable services also mean that clients can keep their costs down.
If you are looking for high-quality and cost-effective call monitoring support services, get in touch with us today.