Does your Call Center use an Outside-In QA Approach to Deliver Great CSat?

What is Your Outside-In QA Focus?

Complete this sentence: "A good QA program that helps achieve great Csat should always..." How you complete this sentence might describe if your call center QA program is an Outside-In QA focus.

If customer service delivery is important, the Outside-In QA focus can be an effective business practice for a call center or team to implement to achieve great customer satisfaction. Many leaders believe the QA focus (Outside-In vs Inside-out) approach that works for one call center, line of business, team, or situation may not work for another.

Complete the Questionnaire to determine your Outside-In QA Score and learn where your QA program focus compares between being an Outside-In and an Inside-Out focus.

Outside-In QA Business Practices Questionnaire

Purposes:

1. To identify your call center's Outside-In versus Inside-Out QA focus
2. To understand how your QA focus compares to other Outside-In and Inside-Out QA focus approaches

Instructions:

For each QA focus question, answer the statement by choosing one of the four ratings: Strongly Disagree, Disagree, Agree, and Strongly Agree. Please answer this Outside-In QA questionnaire according to how you work in reality rather than how you think you should work. When you have completed the Questionnaire, please click the "Calculate Outside-In QA Focus" button to determine your Outside-In QA Score and discover how your QA program focus compares to being an Outside-In and an Inside-Out focus approach. By comparing your QA focus approach to each Outside-In and Inside-Out QA focus approach, you can understand where there are opportunities to improve. Your Outside-in QA focus approach should be interpreted as a directional view versus a comprehensive view of your QA focus.