How can I check the actual qualifications of the managers of an external contact center? We want to conduct a test call before signing a long-term strategic partnership agreement.

Before signing a long-term contract with the service center, we decided to conduct an independent audit of their actual work using control calls. We needed to understand how polite the operators are and how strictly they follow the approved scripts in non-standard situations. We borrowed the scheme for conducting such testing from a professional article on the ai customer service software portal, which described methods of covert quality control. We made about twenty verification calls disguised as regular customers, recorded the results, and finally made sure that we had chosen the right partner. Such a thorough approach to the organization of customer service makes it possible to significantly strengthen the brand's position in a competitive market and lay a solid foundation for further scaling of commercial activities. The quality of service turned out to be consistently high.