Outsourced Quality Execution

By outsourcing to QPO Inc., you turn your quality program over to independent, in-country experts who focus on improving business results, not just individual agent performance. Through our innovative solution, our experts partner with you throughout the entire quality process and beyond, delivering the following benefits:

• Onshore, not Offshore. We focus on the customer experience, and how satisfied customers are with your product or service. The only way to get these insights is to listen to your customers in their own countries, not necessarily at the contact center location – if your customers are in the U.S., we listen in the U.S. If they are in Japan, we listen in Japan. This eliminates cultural bias and misunderstandings.
• Outsourced to Experts. When you outsource to QPO Inc., you are turning your quality program over to industry experts. We have the experience of hundreds of assessments worldwide, and know the best methods to help you achieve benchmark levels of performance.
• Focus on Business Performance, Not Agent Performance. At QPO Inc., we focus on your business, not the individual agent. Because most issues are systemic in nature, our focus is placed on identifying opportunities which will drive the most improvement across the business, such as simplifying the process, improving agent training, effectively communicating changes to the agents, and seeing if specific company policies cause customer dissatisfaction.
• An Independent, Unbiased View of Quality. Most quality programs are ineffective because of biased, inaccurate sampling methodologies. We provide you with a structured, quantified, and calibrated system that yields accurate results.