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Customer Service

Quality Assurance

Customer Service Quality Assurance is the practice of reviewing customer service interactions across all channels, with the goal of identifying opportunities to improve your team’s performance and overall customer experience.

Get to know:

What’s needed to set up an excellent Quality Assurance program?

A Quality Assurance Process Framework

this is where you define your ideal customer experience and how you will be monitoring your performance (how to represent your tone of voice in customer conversations, QA tools, reporting cadence, QA reviews cadence, performance improvement plans, coaching plans, roles & responsabilities, etc.)

Our Quality Assurance Services

Startups, scaleups and unicorns - we're here to uplift your customer service team and help you provide amazing experiences to your customers.

  • 100 Quality Reviews

    700€
    Every month
    suitable for teams up to 5 agents
     
    • All reviews documented in your QA tool
    • Supported languages: English, German, Dutch, French, Spanish

  • 250 Quality Reviews

    1.749€
    Every month
    suitable for teams up to 10 agents
     
    • All reviews documented in your QA tool
    • Supported languages: English, German, Dutch, French, Spanish
    • 2h agent coaching included

  • 500 Quality Reviews

    3.499€
    Every month
    suitable for teams up to 20 agents
     
    • All reviews documented in your QA tool
    • Supported languages: English, German, Dutch, French, Spanish
    • 5h agent coaching included

  • 10h Agent Coaching

    375€
    Every month
    QA Coaching, Productivity Coaching, Behaviours Coaching
     
    • We recommend min. 1h per agent per month
    • Min. session duration with 1 agent is 30 min

  • 25h Agent Coaching

    929€
    Every month
    QA Coaching, Productivity Coaching, Behaviours Coaching
     
    • We recommend min. 1h per agent per month
    • Min. session duration with 1 agent is 30 min

  • 50h Agent Coaching

    1.849€
    Every month
    QA Coaching, Productivity Coaching, Behaviours Coaching
     
    • We recommend min. 1h per agent per month
    • Min. session duration with 1 agent is 30 min

  • 10h Reporting

    590€
    Every month
    CS Ops Reporting: main KPIS, insights, trends
     

    • 25h Reporting

      1.475€
      Every month
      CS Ops Reporting: main KPIS, insights, trends
       

      • 50h Reporting

        2.949€
        Every month
        CS Ops Reporting: main KPIS analysis, insights, trends
         

        Did you know this?

        67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain.

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