VereQuest Inc.
Toronto, ON
Company Overview
Trusted by some of the world's most respected companies, VereQuest can take your customer experience to the next level and keep it there. Some of our services include:
Reality Check for Contact Centers - Outsourced call and email quality monitoring provides impartial, real-time reporting for less. Mystery Shopping for Contact Centers Simulated customer calls reinforces training and sustains skills/knowledge. Check-Up Training for Contact Centers Competency-based telephone, customer service, customer relationship management and sales skills for contact center agents. Includes Self-Directed Coaching program for front-line managers. High Velocity Testing - Real-time direct response testing refines marketing messages in a live sales and service environment. Business Transformation Consulting Marketing and sales support including short-/long-term planning with a focus on alternative channels, direct marketing and small/medium business.
Company Information
Physical Address
302-401 Queens Quay W
Toronto, ON M5V 2Y2
CA
Mailing Address
302-401 Queens Quay W
Toronto, ON M5V 2Y2
CA
Additional Details
Legal Name: VereQuest Inc.
Number of Employees: 10
CA
Various online applications to support virtual operations including: Quality Assurance, Project Management, etc.
Expedia. ca, Expedia. com, John Hancock, MyTravel, Canada Post
*At the clients request, provided independent, unbiased monitoring of calls and emails managed by their service bureau partner. Real-time reporting provided both the client and the service bureau with insight needed to implement coaching and training programs. Grievous errors were escalated in real-time. Performance-based compensation was introduced. Overall agent performance has improved with direct correlation to customer satisfaction.
*Introduced the Check-Up program and, through the use of comprehension and competency testing that are a key component of the program, was able to certify agents skills and capabilities. Complaints declined immediately to less than 1% of all calls placed. Lead rates improved by 26%. The program remained in place at a significantly lower cost to the client.
When we first approached VereQuest to help us with our Mystery Shopping program, we had yet to find a service that offered us the flexibility that we felt we needed. Fortunately for us, VereQuests Mystery Shopping service met all of our requirements and more! We were pleasantly surprised at how quickly we were able to get up and running. The system is so flexible and easy to use that we can adjust our program in real-time as we learn and our expectations evolve. We are also happy about the fact that we can build an unlimited database of scenarios, which keeps the calls fresh and undetected. And we can do most of the administration ourselves saving time and money!
The online, real-time reporting lets us know whats happening day-to-day and the escalation of problem calls is extremely helpful for immediate coaching. I know that our supplier appreciates this as much as we do. Plus, given that the system is web-hosted, all of our stakeholders have access to the recorded calls and scorecards. From the outset our goal was to use Mystery Shopping, not as a tool to identify the deficiencies of our supplier, but rather to help them achieve their targets and ultimately their bonus. There is no question that the VereQuest Mystery Shopping program has contributed to our ability to achieve best-in-class customer service for our customers.
'As the Assistant VP, Telesales at TD Canada Trust in the late 90s and currently as Assistant VP, Planning & Strategy US Group Pensions for John Hancock, Ive had the opportunity to work with Sharon Oatway in a variety of consultative capacities. Sharon brings a wealth of knowledge about the direct response and contact centre channels across a number of key disciplines including human resources, training, quality, sales & service performance and others. Her hands-on experience and active involvement in the Canadian direct marketing community make her a valued resource to myself and my team.'
'As the Marketing Director for Business Markets at Bell Canada I had the opportunity to work with Sharon Oatway and VereQuest on a High Velocity Testing program. Although the program proved to be highly complex and involved multiple product solutions, VereQuest was able to launch the High Velocity Testing program in just over 1 month. Within days the VereQuest agents were selling at a rate equal to and, in some cases, greater than the more experienced Bell agents. As a result, we started to receive valuable insight almost immediately and continued to do so throughout the 8-week test period.'
'As the Associate Director, CRM - Database Strategy I was intrigued by how High Velocity Testing could help us with a critical retention program. We were able to provide VereQuest with our objectives and current processes and, in less than 6 weeks, were actively in-market with an HVT pilot. Throughout the program we found VereQuest to be professional and very easy to work with. From the early days of calling, we were able to incorporate key learning into our internal processes with solid results. I continue to endorse High Velocity Testing within my own organization as a highly effective testing approach when live customer behaviour matters.'
Work-at-home employees located across Canada (2% Bilingual)
Contacts
Maria Prairie
Title: Vice President
Area of Responsibility: Domestic Sales & Marketing
Phone: Show phone
Email: Show email
Services
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Business Transformation Consulting
Marketing and sales consultative support including short-/long-term planning with a focus on alternative channels, direct marketing and small/medium business.
-
Check-up Training For Contact Centers
Competency-based telephone, customer service, customer relationship management and sales skills for contact center agents. Includes Self-Directed Coaching program for front-line managers.
-
High Velocity Testing
Real-time direct response testing refines marketing messages in a live sales and service environment.
- Reality Check For Contact Centers
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Third Party Call & Email Quality Assurance
Outsourced call and email quality monitoring provides impartial, real-time reporting for less.
Additional Information
561420, 541910
6910-Training Aids, 6940-Communication Training Devices, H900-Other Quality Control, Testing, and Inspection Services
United States, Washington