How do you know the level of quality being delivered by your Contact Center(s)?

Taylor Reach assists in Quality Management and Customer Experience Design by utilizing a two phase process:

1. Mapping and assessing your current quality program for alignment with business objectives and best practices
2. Quality Program Redesign

We have helped many organizations to reimagine, redesign and redevelop their quality program to ensure a positive alignment with both customer satisfaction and NPS. We work with our clients to identify activities or processes required for a contact to be aligned to the business objectives of the customer. From there, we’re able to develop an outreach approach to incorporate direct customer feedback into the quality process.

Quality monitoring in the Call and Contact Center is often a challenge. Supervisors know the process needs to be there, but are often pressed for time, and the processes themselves are often open to bias, interpretation, and commitment issues that can be difficult to overcome.

Taylor Reach’s 3PQM services solve these and other problems associated with listening and scoring calls by providing an independent and objective point of view to all the people involved. We’re able to use this program to bring you call feedback that is timely, consistent, regular, and objective. With these metrics in hand call quality can be consistently monitored and improvements in quality and efficiency can be implemented when they matter most.