Which is best? Outsourcing or an in-house QA program?

1. Aegis India October 2009 Ops Review Deck 11Aegis India September 2009 Ops Review Deck 1Aegis India May 2009 Ops Review Deck 1Aegis India Business Review February 2009Aegis Proprietary and Confidential
Jean Michel Cateaux
Assistant Quality Manager – Aegis South Africa
Presenting:
Quality Best Practices
In association with CCMG
28 July 2016

2. Quality Assurance
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What is QA? How do we do QA? Benefits of QA?
 Live Call Monitoring
 Short Calls Analysis
 Long Calls Analysis
 Predictive CSAT
 Feedback on every call
 Trend Analysis
 Training Needs Analysis
 Calibration
 Identify Knowledge gaps
 Weekly Calibrations with
Internal as well as your
External Stakeholders
 QA’s not only monitor calls,
they should publish reports
and do readouts with your
Clients
 QA is a Gauge for your Call
Center, use them well, they
sit on a “Goldmine of
Information”
 Use a trusted tool / system
to measure Quality
 Speech Analytics to
monitor 100% of your calls  Continuous Improvement –
Get your QA’s trained for Six
Sigma, Kaizen and other
Process Improvement
Methodologies
 Correlate QA Results to
CSAT to provide valuable
insight to what the business
can focus on improving

3. What is Best?
Outsourcing / In-House QA Program?
Outsourcing Option
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 You gain access to State of the Art Quality
Assurance Methodologies and Technologies that
is used by your preferred OSP.
 If you resume the QA function yourself, it
could take years to reach the level of
performance you used to enjoy.
Advantages: Disadvantages:
 Reassurance of superior work is part of the
deal when outsourcing QA to an OSP.
 You will be dependent on your company of
choice for future QA Tasks, these companies
could make mistakes and this should be taken
into consideration. Financial Benefits – You are free to choose an
OSP that is a leader in the field in which you
operate .i.e. insurance, Telecoms, Hospitality, ect.

4. What is Best?
Outsourcing / In-House QA Program?
Aegis Proprietary and Confidential
 You have full control over your QA Function.  Requires a good Quality Assurance System /
Methodology to be in place, otherwise you will
need to outsource this function.
In- House Option
Advantages: Disadvantages:
 You know your Quality Methodology better
than anyone.
 Quality Team working in close proximity to the
operational team creates an air of accountability
with the in-house team.
 QA Team members can become accustomed
to in-house environments and can possess a
lack of knowledge and best practice from other
industries.
Focus on the Best Solution for Outsourcing QA, not the lowest price

5. Case Study # 1: Telecoms Industry
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 Answering Machines &
Fax Numbers (60%)
 Remaining (40%) What
Agents worked on
Problem Statement: Low Contactability of Sales
Input: 4 Areas of Focus for the Operational Team
QA Recommendation: Data Cleansing Project
Output: Last 9 days of June
Results:
 July to Aug = Contact Rate improved by 13%
 Introducing the Sale improved by 18%
 Revenue improved by 32%

6. Case Study # 2: Insurance Industry
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CSAT Improvement Project Launched (Mar 2015)
47
53
55
61 60
62
65
14 14 14 14 14 14 14
0
10
20
30
40
50
60
70
Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15
NPS Score Industry Benchmark
 Drive (FCR) in all calls to ultimately improve NPS
(297) Mar 2015
(490) Apr 2015
(521) May 2015
Issue Resolution
Score
Sample Month
(597) Jun 2015
(671) Jul 2015
( 653) Aug 2015
(665) Sep 2015
59%
66%
68%
70%
69%
72%
73%
FCR Mar -Sep 2015 (7Months)
Results:
 Overall NPS improved 65% by Sep 2015
 Overall NPS improved 18%
 FCR improved 14%
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7. Aegis Proprietary and Confidential
5 Golden Nuggets
Get your agents to evaluate their own performance
Calibrate with internal and external Stakeholders to
ensure alignment in results
Invest money in developing Quality programs that
focus on improving Customer Satisfaction
Link your Call Center Processes to Key Drivers of
CSAT like First Call Resolution
Quality to support Operations on Continuous Improvement

8. Thank You
Aegis Proprietary and Confidential