Quality Management & 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 question lies with internal review; individual agent calls and scoring these calls against a pre-define checklist or scorecard. The checklist or scorecard generally includes contact elements that the organization believes are important to the customer. This is a time honored approach, however it 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 may even have a negative correlation!

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, your customer journey maps and desired customer experience
⦁ Processes to assess non voice channels
⦁ Develop outreach approach to incorporate direct customer feedback into the quality process

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

• Data collection for voice, non-voice,email, chat, and SMS channels
• Structured and unstructured data mining
• Quality roadmap
  • Compliance management scorecard
  • Customer feedback process incorporating CSAT/NPS surveys, dashboards and scorecards
  • Non-structured data sentiment analysis scorecard
  • Overall agent scorecard, team, queue and center scorecard
• Corrective actions
• Continuous improvement process

To learn more about Quality Management and Customer Experience (CX) Design, please complete the form below and we'll reach out to you within 24 business hours.