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Choosing between third-party and internal call monitoring

Third-party call monitoring providers help companies effectively manage their QA programs.

Third-party call monitoring providers help companies effectively manage their QA programs.

Companies of all sizes often struggle to figure out what approach they’ll take with their quality assurance strategies. They can either conduct on-site quality assurance through an internal support center or go with outsourcing to a third-party call monitoring provider. Both of these methods appear to have their fair share of benefits, but third-party monitoring may be the best for your company.

Third-party call monitoring providers serve as client care ombudsmen of sorts.”

Internal call centers are known to come with a handful of benefits. For example, if an adjustment needs to be made with quality assurance practices, management can go straight to the department and take care of those issues from the source. It also allows businesses to recruit locally to fill the positions. However, outsourcing the tasks of an in-house call monitoring staff to a third-party provider expands on these benefits.

Here is a list of some of the benefits that come with using a third-party call monitoring provider:

Lower costs: At the end of the day, many businesses have found that the amount of money they pay to outsource their call center’s responsibilities is less than it would be to maintain one on their own property. Even if a company isn’t looking to solely make a profit, having extra funds left over could help get other things done. Third-party providers assess current operational procedures and provide quality control that wouldn’t be available otherwise. Businesses often won’t notice any blemishes in their current customer management services, so it can pay dividends to have a professional services firm audit an existing procedure and implement the right solutions to fill in any existing gaps. In doing so, businesses can better provide quality customer care and lower costs of intangible business aspects such as retention and acquisition.

Less hands-on involvement: When an in-house department handles quality assurance, any issues that arise are also internal. Some decision-makers may want to keep everything that their business is involved with close to home, but doing so could be a misallocation of resources. It may be best to outsource call center responsibilities and keep at an arm’s length with regular check-ins. This allows for management to spend more time focusing on other matters. A third-party call monitoring provider has the knowledge, expertise and agility to not only provide industry-leading consulting, it also can implement the right solutions – catered to its partners needs – in quick succession. Professionally trained agents handle incoming customer inquiries, improving client engagement and the processes involved. Furthermore, a full IT integration improves transparency between partners, the benefit of which is translated into better customer service.

Eliminates internal editor bias: With a third-party call monitoring system in place, businesses lessen the possibility of bias in reports. If the responsibility of recording employee performances is left to an on-site coworker, there’s a chance that personal and political relationships will be involved and slant the view of the report. If these reports are completed by a third-party provider, with no ties to office politics, this risk is no longer a major concern. Third-party call monitoring providers serve as client care ombudsmen of sorts, in that they can fairly and accurately assess a CRM operation without any internal bias. Not only do these firms provide accurate feedback, they also offer action plans on how to improve the entire customer experience management process. Exposing hidden pain points will ultimately help businesses in the long run, especially since they’re provided with a strategy on how to enhance the customer care experience.

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