Ignite Your Quality Transformation.

 

We focus on delivering tailored QA solutions that drive results.

Our expertise in measuring the right behaviors in the right way sets the stage for your success.

A better approach to quality can unlock better performance, stronger engagement, and lasting success.

Measure quality consistently across every team and every contact channel.

Increase Customer Retention
5%-20%*

Enhancing contact quality and customer satisfaction can greatly reduce customer churn rates, leading to substantial savings

This focus on retention can result in a more stable and predictable revenue stream

Reduce Operational Costs
10-20%*

Efficient, knowledgeable, and confident agents typically achieve lower AHT, as they handle customer inquiries swiftly and accurately.

Proficient and confident agent are more precise and effective in resolving issues, which improves first-call resolution (FCR) rates.

Improve Sales Conversion
10%-20%*

Customers are more likely to accept sales and upsell offers from friendly, well-spoken agents.

When agents communicate effectively and build rapport, customers are more inclined to trust their recommendations and make additional purchases.

Lower Agent Turnover
5%-15%*

When agents are satisfied with their work and feel valued, they are more likely to stay with the company, reducing the need for frequent recruitment and onboarding.

This workforce stability can also lead to improved team dynamics, further enhancing the overall efficiency and effectiveness of the contact center

* These conservative estimates align with our extensive experience across various contact center modules and industries, and they are supported by numerous call center ROI studies. There is a clear and direct connection between agent behaviors, leadership actions and your company’s financial success.

Frequently Asked Questions

What are your consulting services?

Better Call Center QA provides expert consulting services focused on optimizing contact center quality assurance, operational performance, and employee engagement. We work closely with organizations to implement best QA practices, improve compliance, enhance customer interactions, and develop high-performing teams.

We enhance call quality by implementing proven QA frameworks, training agents on effective communication, and leveraging data-driven insights to identify areas for improvement. Our approach includes personalized coaching, quality monitoring best practices, and performance analytics to drive meaningful enhancements in customer interactions.

Our training approach is built on a foundation of practical, results-oriented learning. We provide customized coaching sessions, hands-on workshops, and real-world scenario-based training to ensure your teams are equipped with the skills needed for sustained performance improvements. Our programs emphasize continuous learning, feedback integration, and best practices that align with your business objectives.

Success is measured through a combination of key Performance Indicators (KPIs), customer experience metrics, compliance adherence, and employee engagement levels. We establish clear benchmarks at the start of each engagement and track progress using call quality scores, customer feedback, operational efficiency metrics, and overall business impact.

We specialize in ensuring contact centers meet external industry regulations and internal compliance standards. Our expertise includes developing QA frameworks that align with regulatory requirements, training teams on compliance best practices, and implementing monitoring systems to proactively identify and mitigate risks.

The duration of a consultation depends on the scope of your needs. We offer everything from one-time strategy sessions to ongoing engagements designed to drive long-term improvements. During an initial discovery call, we assess your challenges and outline a customized roadmap that aligns with your objectives and timeline.

Every contact center operates differently, so our consulting services are fully customizable to align with your specific goals, workforce structure, and customer experience strategy. Whether you need targeted training, QA program development, or end-to-end operational transformation, we tailor our approach to deliver the best results.

With extensive industry expertise, we guide organizations in choosing the right QA technology that aligns with their operational needs, compliance requirements, and performance goals. Our services include vendor evaluation, system configuration, and training to ensure seamless adoption. Whether you’re implementing a new platform or optimizing an existing one, we provide expert support to maximize its effectiveness.

We have experience with a wide range of industries, including financial services, healthcare, retail, technology, government, and BPOs. Our expertise spans across both in-house and outsourced contact centers, helping organizations of all sizes elevate service quality and operational effectiveness.

While the timeline varies depending on the complexity of your challenges, many clients begin to see improvements in agent performance, call quality, and customer satisfaction within weeks. Our structured approach ensures that quick wins are achieved early, while sustainable long-term improvements continue to develop over time.

Your QA team is frustrated.
Your agents are uncertain.
Your leaders don't see the impact.


Better Call Center QA brings fresh perspective, proven expertise, and a trusted partnership to transform your QA Process.

Your team will thank you.

Get in Touch with Us

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