Need – Although all contact centers profess to provide some QA oversight over their agents to insure that quality standards are being maintained, certain organizations require QA oversight as part of regulatory requirements. Our client sells magazine subscriptions to the general public and as such, is required to review and document legitimacy of a certain portion of its transactions. As their business grew, so did its need to provide more QA transactions which meant increased cost overhead.
Solution – Knoah Solutions has been providing QA services to support its internal contact center operations for 9 years. Our successes creating and maintaining a highly productive QA programs led them to contract with us to manage this process.
Benefit – Knoah’s lower costs combined with its familiarity and expertise using KnoahSoft QA software enabled the client to reduce costs while increasing productivity. Knoah also instituted improved QA scorecards which enabled the operations floor (not only the Audit group) to take advantage of the QA work being performed overseas.
