+ CUSTOMER INSIGHTS

Improving Customer Experience Through Quality Monitoring
Want loyal customers? Improve the customer experience provided by your Contact Center.

With over 70% of all customer interactions occurring via the web and call channels, few areas impact customer loyalty and organizational success more than the performance of your Contact Center. Research shows that customer satisfaction with your Contact Center directly links to the loyalty drivers of:

• willingness to repurchase
• reluctance to switch
• likelihood to recommend

Customers care about the quality of service they receive from your center, and are willing to vote with their wallets.

Yet, monitoring and measuring the performance of your Contact Center, often conducted in-house, is ineffective at raising customer satisfaction and loyalty. The reason it's ineffective is in-house staff often lack the skills and time to effectively and objectively assess client needs and representative performance.

At Northridge, we make it a priority to provide you with the expertise and critical insights you need to make informed business decisions to turn your Contact Center into a competitive advantage.

+ OUR SERVICES

Northridge Solutions offers innovative, customized, and results-oriented third party quality monitoring solutions that are backed by 15 years of experience. We partner with our clients to design and implement customized programs and solutions tailored to your specific environment and business needs - linking data and analytics to arrive at practical and actionable outcomes.

Our experienced assessors listen with "the ear of the customer" and, based on your business need, will objectively evaluate customer contact behaviors at the representative and contact center level.

Our Quality Monitoring Services Include:

• Design and implementation of interaction monitoring programs for call, email and web chats
• Current-state assessment and Best Practice recommendations
• Recommendations for cross-channel customer experience enhancements
• Ongoing multi-channel and multi-language monitoring services
• Industry-specific feedback
• Service-to-sales analysis
• Online Reporting
• Review of adherence to regulatory requirements

+ OUR APPROACH

We use a detailed, comprehensive process to develop a monitoring program that is ideal for your organization and includes:

• Meeting with your Subject Matter Experts to understand your organization's strengths, challenges, culture and strategic direction
• Defining all elements of the program's content and process
• Conducting baseline assessment to establish objective standards
• Monitoring the effectiveness of the representatives
• Preparing and presenting findings and recommendations

+ OUR CLIENTS BENEFIT FROM:

• Objective, unbiased and consistent performance feedback for representative
• Aligned performance standards and measurements
• Improved "First Call Resolution"
• Coaching guidance for managers and supervisors
• Improved Net Promoter/Customer Survey scores
• Consistent service experience and brand representation across channels
• Best Practice and industry-specific feedback

We help clients maximize their center's performance by designing, validating and delivering monitoring programs that focus, measure and develop representatives relative to the factors that drive customer loyalty.

+ OUR TEAM

Our seasoned team of assessors, many with graduate-level training in psychology, brings deep expertise in quality monitoring and first-hand expertise in leading Customer Contact Centers across a variety of industries. We encourage a collaborative, problem-solving working relationship with your team and look for real-world, practical solutions that provide immediate benefits to your business.

+ OUR CLIENTS

We have a long history of providing our clients with unbiased insights and recommendations across a wide range of industries. Our clients include:

• Fortune 500 companies
• Telecom Carriers
• State and Federal Government Agencies