What Works Best – Inhouse QA or Outsourced QA

Quality assurance has become the talk of the town in today’s date. Call center companies that paid more attention to their productivity are now putting more effort into building a good customer experience. Even the 13th edition of World Quality Report 2021-22 portrays the visible increase in the demand for quality assurance solutions. The report brings valuable insights to help the businesses in pursuing significant growth while ensuring end-user satisfaction. It even emphasizes the implementation of artificial intelligence and machine learning in QA.

Unfortunately, there are companies that fail to leverage the quality assurance process and enjoy a high-quality customer experience. According to Gartner, “88% of service leaders confessed that their quality assurance processes are turning ineffective, leading to poor customer support service.” One striking reason behind this is setting up in-house QA support. This is why we recommend decision-makers choose a QA outsourcing strategy over in-house QA projects.

Outsourced QA is considered more realistic than setting up an in-house QA team for quality assessment and management. Keep reading to understand why it should be the top preference in comparison with in-house QA.

Pros and cons of using in-house QA

Traditionally, enterprises used to have in-house QA teams to perform manual and quality customer support. However, the primary issue was raised when they failed to come up with a deployment plan to turn the business competitive. In-house teams are comparatively slow and laborious. When it comes to completing all your QA in no time, human support agents really struggle to meet the demand. Likewise, there were many reasons that proved in-house QA can’t determine a fruitful bottom-line for any business.

Let us take a brief walk into the pros of using in-house QA, followed by the reason to drop down the in-house QA plan.

Pros of using in-house QA

1. You can build a productive team to meet all your requirements and priorities and make changes accordingly.
2. There is a low risk of data breaches as in-house employees are only involved in handling the data.
3. It is safer to share information with internal employees.
4. Communicating with the team is easier in this case.

Cons of using in-house QA

1. One of the notable disadvantages of in-house QA is the cost. Hiring talents and resources are much more expensive than outsourcing the entire process.
2. Handling multiple projects at a time and meeting the deadline is very challenging for them.
3. Some crucial customer support service scenarios are often skipped.

Why is outsourced quality assurance more effective?

Outsourced quality assurance is thus considered more effective than establishing an in-house QA framework. As enterprises shift their focus to digital transformation, outsourcing QA support solutions has become more prominent. Thanks to robotic process automation and artificial intelligence technology to turn the QA software is more worthwhile.

Adding a modernized effect to your quality assurance process is essential, especially when using AI for customer interactions. According to a Statista report, 54% of users prefer to have AI interactions while reaching out to the brands. This shows how artificial intelligence is dominating the customers, compelling the service leaders to prioritize AI-enabled QA software over manual efforts. Therefore, it is worth investing in outsourced quality assurance if you are expecting long-term results.

Let us point out the advantages that make leaders take instant decisions on outsourcing QA testing.

Advantages for QA outsourcing

1. Quick launch and quick access of the software product leads to easy completion of multiple projects.
2. Giving a contract helps you to save dollars than hiring a QA manager and setting up an in-house team.
3. You get the ability to access numerous resources, including skilled professionals who are efficient in handling projects.
4. Outsourcing helps enterprises to get better quality software that can deliver quality outputs and ensure building customer satisfaction.
5. While the QA partner handles your customer service quality, you can pay attention to other core activities.

Since, every coin has two sides. Outsourced QA testing also has a few drawbacks. As we are here to guide you to find the best solution, we won’t skip this section.

Drawbacks for QA outsourcing

Cons

1. Finding the right QA solution among thousands of software products is pretty difficult.
2. Informing the outsourced QA team about the brand priorities and requirements is a headache.
3. You need to spend enough time and effort on training the outsourcing team based on your business needs.
4. If you fail to train your outsourced team about your call center support solutions, it is hard to attain results.
5. Outsourcing has a greater risk in data leaking and other vulnerable activities. As you need to rely on outsiders for call center quality assurance, you have to share confidential data with them. Therefore, the risk is inevitable.

5 Tips to Outsource call center quality assurance

Have you made your mindset in outsourcing call center QA? Probably, this will be the best guide as you get the steps to find the right outsourcing partner for your enterprise.

1. Start with identifying the right QA vendor by checking out their reputation score, years of experience, and the projects they handle.
2. Find out whether the customer service QA outsourcing company is flexible to satisfy every business need and principle.
3. Determine whether the company is in compliance with the industry standards.
4. For delivering high-quality customer support, find out whether the offshore QA team can understand the business service, goals, missions, and end-user expectations.
5. Check out the KPIs on which the outsourcing team is able to measure the quality of your customer support.

Summary

Lack of resources and strict deadlines made it difficult for the businesses to successfully turn the in-house QA process. On the other hand, cost-effectiveness and digitally-enriched QA software enable enterprises to focus more on QA outsourcing. In order to overcome the daily challenges and to improve operational efficiency, outsourcing is always the best decision.

Reimagine and restructure your business strategies by outsourcing the QA call center process and ensuring a high-quality customer experience.