For US companies outsourcing their contact centers offshore, ensuring high service quality can be challenging. OttoQA provides a cost-effective solution by automating the quality assurance process for voice, chat, email, and help desk interactions.
The Offshore QA Problem
When you outsource calls to an offshore partner, you lose visibility. You do not know if your brand standards are being met. You do not know if compliance requirements are being followed. You are relying on the BPO's own QA team to police themselves.
Most offshore QA teams score 2-5% of calls. That means 95-98% of your customer interactions are invisible to you.
How OttoQA Changes This
OttoQA sits on top of any contact center platform. It pulls recordings or transcripts from your offshore partner and scores them against your QA form. Your criteria. Your standards. Your visibility.
You can see every call, every score, every trend. You do not have to trust that your offshore partner is maintaining quality. You can verify it.
Language Is Not a Barrier
OttoQA scores calls in any language. If your offshore center handles calls in Spanish, Tagalog, or Hindi, the scoring is the same. Same form, same accuracy, same consistency.
The Cost Case
You are already paying for offshore labor to save money. Adding a QA layer should not eat those savings. OttoQA's usage-based pricing means you pay based on call volume, not per seat. No contracts. Month to month. You can add OttoQA to your offshore operation for a fraction of what an onshore QA team would cost.
The result: lower costs, higher quality, complete visibility. That is the point of outsourcing done right.