QUALITY monitoring -ACCOUNTABLE !

Bottom-line on the outsourcing article below... If you ship your calls off to an offshore company to save money and do NOT manage them and hold them accountable for their performance with YOUR customers, then you are exposed. You MUST hold them to high standards and understand what experiences your customers are having with their agents. Does an agent in Manila or India give a rats @#$ about your Customer Satisfaction levels and Loyalty ? They better ! or your days as a company are numbered... Customers will no longer tolerate poor service or the perception of an offshore agent reading from a script without any empathy for their needs.