Mid-Market Outsourcing

Who they are, the challenges they face and why EvaluAgent are perfectly positioned to help

(Include the top 3 strategy challenges a mid-market outsourcer is facing today.)

It is harder to win new business. They need to differentiate their service offering away from just "cost" and more towards partnering with clients to deliver a superior service
Margins are being squeezed. Wage growth, recruitment fees, ramp time mean they need to deliver operational efficiency.
Retaining clients is hard. They are constantly expected to innovate and demonstrate they are ahead of other outsourcers/benefits of bringing it house.

Aside from the additional challenges of sales and account management an outsourcer is a similar operation to every other contact centre. From a QA perspective - the challenges will be very similar as THE PAINS MATRIX

White-labelling
Configure scorecards, quality policies, and workflows based on each client’s requirements.
Monitor, securely store and report quality performance across every channel, site, and account in one platform
Single Admin system: Integrate with SSO and Active Directory to manage all users
EvaluAgent integrates with any telephony, call recording, CRM, ticketing, survey, e-learning and case management system
We don’t charge based on peak usage and, as you onboard users across multiple client accounts, you’ll benefit from significant discounts and economies of scale.
Easily move users amongst accounts
Report all data for all accounts in one system to help share best practice across accounts. Alternatively, set up each instance as a separate account.
Easily import evaluations from spreadsheets or third-party systems and use our API to export data to your BI reporting system