When a Good BPO Isn’t Good Enough | QMetrics x Five Star
Liz Subia from QMetrics and John Coulter from Five Star Solutions join The Tech Matchmaker for the first time together, though both have appeared on the show before in separate episodes. This time they talk through a decision a lot of leaders avoid discussing publicly: moving on from an outsourcing partner that was good, but no longer good enough.
Liz explains why control over quality assurance drove the switch and what advice she'd give anyone nervous about handing customer interactions to a third party. John shares how Five Star builds redundancy into every account and what separates a true…
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