We liaison with a client and a contact center vendor to ensure program execution according to the client requirements. Many companies hire outside service bureaus to conduct telemarketing campaigns or handle customer service call volume, but don’t have the time, or knowledge, to monitor that vendor’s delivery of their project. We are your advocate on-site to ensure your program is delivered and supported according to your contract with the vendor. To that end, we conduct telemarketing script design or script review, training, and call monitoring of vendor program execution, review production reports and call quality scores, and provide an overall assessment of the vendor’s service delivery.
We can provide these oversight services on-site and many of them remotely if the service bureau/contact center vendor has remote monitoring capabilities or recording capabilities. We receive daily emails or faxes of production reports and conduct daily or weekly status calls with the service bureau to ensure that the client’s program goals, both productitivy and quality, are being met.