Call Center Quality Assurance-5 Keys to Quality Outsourcing (Part 5)

The fifth and final key to quality outsourcing focuses on customized reporting.

Call Center Quality Assurance

Your products speak for themselves. Your customers love them. Your brand is well-known. For your company, call center quality assurance is critical. But how do you know you’re getting the quality you expect from outsourcing? One way is to grade your current call center/fulfillment efforts. But there are other proactive steps you can take, too.

In recent blog articles, we have described key factors that determine whether you’re getting the highest quality outsourcing:

• Brand protection
• Custom-tailored services
• People that perform above and beyond
• Facilities and operations that rock the details

Reporting pulls it all together. The only way to know for sure you’re getting what you – and your customers – expect is to monitor progress and analyze results.

Quality Outsourcing Key #5: Customized reporting

In discussing call center quality assurance, we’ve repeatedly noted that the foundational key to success is customization. No other company is just like yours, so formula-based fulfillment services are destined to miss the mark. The same holds true for reporting.

Most fulfillment houses provide monthly reports. You can see certain statistics and determine whether the figures match your SLAs. But by the time you get those monthly reports, it’s all old news. In today’s retail world, you have to operate with fingertip precision. You often have to make decisions quickly, to take advantage of unforeseen opportunities or meet unexpected demand.

Inadequate data is holding you back 

It’s as stale as moldy bread. To make matters worse, most fulfillment companies send a single report. You have to share it around if you want others to see it. That’s a silly waste of time.

With a top quality outsourcing partner, you get detailed, timely data you can use right now to make smart business decisions. And plan more strategically. For example, at USA Fulfillment, we send regular reports on each client’s schedule, not our schedule. That might be monthly, but it might be much more frequently, too. We send those reports to each person our client designates, so everyone gets the latest information immediately.

And it gets even better. Each USA client has their own reporting portal, so they can check up on call center and fulfillment progress any time, from anywhere. 24/7. Quality outsourcing gives you all the information you need, when you need it.

Agility is essential for brand-conscious companies

You can get the full scoop on how to choose the right fulfillment house for your company by reading our free e-book. Then ask yourself this: how important is exceptional “high touch” service to our customers? Because if it matters to your customers, it matters to your brand. And if that’s the case, let’s talk.