HOW ASTIA ARE SETTING THE STANDARD FOR GREAT CUSTOMER EXPERIENCE

Case Study

HOW ASTIA ARE SETTING THE STANDARD FOR GREAT CUSTOMER EXPERIENCE

ASTIA is a premium Customer Engagement Centre servicing and growing businesses via high volume Customer Acquisition and OmniChannel Customer Engagement.

INDUSTRY
Outsourcing

REGION
Australia

COMPANY SIZE
Medium

BUSINESS TYPE
B2B

Overview

ASTIA stands for ‘Acquisition & Service To Inspire & Achieve’. As a premium outsource customer engagement centre, they do just that. ASTIA deliver high volume customer acquisition, omni-channel engagement and digital marketing for their clients. Outsourcing these services to ASTIA gives their customers more time to focus on the core of their business.

Introducing Specialist Quality Assurance

Quality Management Monitoring

The ASTIA management team have flourished in the outsourced contact centre over the past 12 years. This is in part due to their approach at dealing in competitive and highly-regulated industries. The ongoing expansion of the business began to present challenges around quality management. Before introducing a specialist Quality Assurance (QA) program, ASTIA had a QA process internally that was clunky and was decreasing productivity – as well as inflating costs. A combination of a tightly-regulated industry and strong business growth saw them seeking an outsourced QA provider to become an extension of their business.

Management decided that QA monitoring of 100% of sales calls, alongside monitoring of non sales interactions, would provide consistency and business advantage into the future. Regular outsourced QA can be not only expensive, it tends to require a lot of time to process and implement the feedback.

— “WE HAD REACHED A SIZE WHERE IMPLEMENTING A QUALITY ASSURANCE PROCESS WAS THE RIGHT BUSINESS DECISION”

Transforming the Call Monitoring Process

Quality Connex have a well defined process for QA, based on years of specialist experience. This meant that after the onboarding process, Quality Connex were able to commence QA on 100% of calls each night. Every morning, ASTIA management team receive feedback sheets for the previous days calls, as well as have access to an interactive dashboard displaying relevant and standout trends.

“They are higly specialised in QA. We would happily recommend Quality Connex to other businesses looking for a QA solution of high quality & a great price” – Glendon Evarts, General Manager, ASTIA

“WHY WE OUTSOURCED OUR QUALITY ASSURANCE TO QUALITY CONNEX”

  • LOW COST – By outsourcing your QA to Quality Connex, you get great value for money.

  • EFFICIENCY – An overnight service means all our calls can be assessed while we sleep.

  • RESPONSIVENESS – Quality Connex are always available to help when we need anything.

  • EXPERTISE – Quality Connex are specialised in Quality Monitoring of contact centres. When it comes to outsourcing with them, you know you’re in good hands.

Engaging with Quality Connex for their QA service has provided a level of structure to ASTIA’s call centre that was previously unattainable. It has enabled management to train and support their agents much more effectively. For a company with strong positive growth, outsourcing their QA means ASTIA can
ensure they meet their clients compliance needs and focus on performance.

LOOKING FOR OUTSOURCED QUALITY ASSURANCE & MONITORING IN YOUR CONTACT CENTRE? 

Let’s Chat
2019-03-16T17:04:37+11:00March 14th, 2019|Case Studies, Customer Experience, Customers|