Performance

Simply put, we get things done. Our team is committed to delivering top-notch results for our clients and ourselves. When you partner with us, you can trust that we’ll produce outstanding outcomes.

KPIs & Metrics

From day one, we work with our clients to define success and set clear, measurable goals. Then, we track our progress against these goals through Key Performance Indicators (KPIs) and metrics, ensuring we stay on target and deliver as promised.

Call Monitoring & Coaching

Our dedicated Quality Assurance and Customer Experience team listen to calls to ensure our agents are delivering exceptional service. They focus on compliance, adherence to regulations, and using effective communication techniques learned during training.

In-House Quality Team

We closely monitor sales and conversion data while also analysing call quality. By working with clients to create customised scorecards, we ensure we meet their expectations and provide excellent customer experiences.

Continuous Improvement

We’re always on the lookout for ways to be better. Our Quality Team provides feedback from call listening to team leaders for coaching. All our agents get weekly one-on-one coaching sessions to help agents enhance their performance.

Tailored Scorecards

We work with clients to design call monitoring scorecards tailored to each campaign’s specific requirements.

Team Leadership

Our Team Leaders oversee day-to-day operations and use insights from call monitoring to enhance service quality through coaching and one-on-one discussions.

Live Reporting

We offer live reporting capabilities, providing clients with real-time insights through customised reports integrated with their systems. Our teams also have access to real-time performance tracking, promoting transparency and accountability.

We’re committed to transparency and excellence in everything we do, we want both our clients and our team members have clear visibility of performance and achievements.

About
Step Change Outsourcing

Founded in 2009, Step Change Outsourcing provides outsource solutions for customer engagement campaigns on the phone and online.

Working with some of the UK’s best known brands, we are experts in acquiring and retaining customers by providing sales campaigns as well as delivering brilliant results.