Quality Management and Customer Experience Design

Quality Management and Customer Experience Design

How do you know the level of quality being delivered by your contact center(s)? For many organizations the answer to this questions lies with internal review individual agent calls and scoring these calls against a pre-define checklist or scorecard. The checklist or scorecard generally include contact elements that the organization believes are important to the customer. This approach often incorrectly assigns value to activities that the customer does not feel to be important. The result is a quality program that may not correlate to customer satisfaction, or even have a negative correlation.

We have helped many organizations to redesign and redevelop their quality program to ensure a positive alignment with both customer satisfaction and NPS. We work with our clients to identify the activities or processes that required for a contact to be compliant to the business objectives of the contact, identify processes to assess not voice channels and develop outreach approach to incorporate direct customer feedback into the quality process.

Already have a call center or contact center and want to:

Benchmark or complete a health check of you existing center(s) 

Looking at upgrading your telephony or technology? Click here

Examine if Outsourcing or in-sourcing makes sense for your center? Click Here

Looking to build or implement a call center or contact center? Click Here

Reach out to Taylor Reach to see how we can help you to increase the effectiveness, recall and retention of your onboarding training, by completing the form below;

What is your center looking for?

Quality Management