TORONTO, Ontario – VereQuest, one of the most trusted Outsourced Quality Assurance companies for contact centers in North America, is excited to announce the release of Contact Center Check-Up™ – a series of best-in-class, e-learning modules designed specifically for the challenging contact center environment and the people who work there.
“The rise of Work-at-Home agents makes classroom instruction prohibitive and online learning a must for new agents,” said Sharon Oatway, President & Chief Experience Officer at VereQuest. “We are also seeing a renewed focus on lifting the performance of existing teams. Customer expectations are increasing and managing these expectations (and the emotion that comes with them) is critical. The ability to empathize and take ownership of a customer’s issue is a must for any contact center agent wanting to rise to the occasion.”
VereQuest’s Contact Center Check-Up™ modules have been created to align with best-in-class customer experiences assembled from listening to literally millions of customer interactions across a wide range of industries. “Given our work in the outsourced quality monitoring arena, we’ve been able to tap into what resonates with customers”, says Oatway. “We understand that no two environments are the same. That’s why each Contact Center Check-Up™ module can be customized to your unique environment and hosted on your own internal Learning Management System.”
Each Check-Up™ module is based on best-in-class examples that can be customized to your unique environment
Modules are available from basic to complex skills and include (but are not limited to) the following:
• Promises. Promises. Why the customer’s experience matters
• Delivering a great first impression
• Treating customers with genuine care + concern
• Understanding customer needs through active listening and effective questioning
• Difficult conversations (how to say ‘no’)
• Helping customers make the best decisions
• Managing difficult callers
• Leaving customers feeling valued
• Writing for Email – grammar + sentence structure
• Multi-tasking for Chat
… and more
Learning modules have purposefully been designed to be short in duration (15 minutes or less) ensuring agents are not out of commission for extended periods of time and are available to serve customers. Importantly, companies pay no ongoing learner fees. Just a single, one-time fee that is based on a rate of $10,000 per hour of e-learning. Comparable offerings are typically offered on a pay-per-learner basis, are hosted outside of an organization (making for a disjointed learner experience), or are cost-prohibitive.
“As with any new initiative, the quality of the Contact Center Check-Up™ program is best measured by improvement in sales and customer satisfaction results,” says Oatway. “By selecting modules that are aligned with the branded experience you are looking for, you can jump-start results improvement in as little as 4-8 weeks.”
VereQuest’s unique expertise across contact center channels and industries will help you understand the experience customers have with your organization and prioritize what matters most. VereQuest can help you create a contact center experience that aligns with your brand and leverage proprietary tools and resources to make sure that your employees can consistently deliver on your brand promise.
ABOUT Sharon Oatway, President & Chief Experience Officer, VereQuest Incorporated
Sharon Oatway is a Customer Service, Sales, and Marketing professional with more than three decades of hands-on experience elevating the overall customer experience along with multi-channel contact center performance. As President & Chief Experience Officer of VereQuest, Sharon and her team have listened to/read and analyzed several million customer interactions for some of North America’s leading brands. Sharon is a recognized thought-leader in what it takes to build and sustain great customer experiences.