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 Quality Monitoring

Call Center Quality Assurance Monitoring

Success Begins and Ends With Your Customer

More than ever, customers care about the level of service they receive from contact centers and quickly migrate away from brands that deliver substandard customer service experiences.

For many companies, internal call center compliance monitoring efforts fail to generate lasting improvements, largely because in-house staff members lack the time and resources to evaluate customer needs, sales opportunities, and agent performance. Our team of experts offers the objectivity and expertise to glean honest, practical insights for your contact center management.

Quality Monitoring for Customer and Business Insights

The Northridge Group is a U.S.-based, premier provider of third-party quality and customer insights for large and mid-sized organizations that envision their contact centers as integral parts of their revenue strategy and service delivery. Our team of experts offers the objectivity and expertise to evaluate agent performance and customer interactions through calls, email, chat and social media to ensure service excellence.

Featuring experienced professionals and cutting-edge processes, our quality call center compliance monitoring services successfully convert data-based insights into desired business outcomes, offering:

  • scalability
  • linguistic capabilities
  • robust analytics
  • business intelligence reporting
  • secure and resilient technology infrastructure

Our Call Center Quality Monitoring Program

When you apply Northridge’s quality call center compliance monitoring solutions, your organization can leverage a real-time focus group with thousands of data points streaming in on a regular basis. Through an in-depth understanding of your organization’s needs, Northridge can customize and create a program that will deliver improved customer experience and business performance.

Meeting Ever-Changing Business Needs

“We’ve been a client of NRG’s for nearly three years in the contact center customer experience management space and have found great value in the partnership. The team has a keen interest in continually making a positive impact on our business and has done so by sharing best practices, expertise, and insights that we have been able to act on through performance improvement initiatives. NRG’s ability to scale and flexibility has been a great asset to meet the ever-changing needs of our business.”

Managing Director, Quality Services, Leading Global Airline

Our Quality Monitoring Services

Evaluate and Optimize Your Customer Service Quality Assurance

Explore our suite of services that help you understand and improve organization.

Omni-Channel Quality & Compliance Monitoring

Expert evaluations of calls, emails, chat, and social media to improve performance at the agent, program, and organizational level and mitigate compliance risks.

Mystery Shopping

Highlight critical behaviors through real-time customer interactions.

Coaching & Training

Provide actionable feedback to coaches and agents to improve the skills, structure, and processes in the contact center.

Quality Program Assessment & Redesign

Evaluate and optimize existing quality program to align key business metrics and deliver Voice of the Customer improvements.

Speech Analytics

Leverage a comprehensive AI-powered communications intelligence platform to surface hidden insights.

Featured Case Study

36% Improvement in Post-Sales Process Issues Drives Revenue Forward for a Global Technology Firm

Access the Case Study

Our Call Center Quality Monitoring Standards

Experienced Team

A highly-trained, U.S.-based call monitoring team comprised of behavioral psychologists and multilingual customer service professionals.

Program Design Knowledge

A three-point program design (vs. a checkbox approach), which provides deeper insight into changes in call quality and drives performance with tight correlation to critical KPIs.

Monitoring Sophistication

An omni-channel quality monitoring solution, allowing evaluation of calls, email, chat and social media channels.

Actionable Insights

Actionable, business and behavioral-based insights that enable meaningful operational improvements and targeted coaching between supervisors and agents.

Robust Reporting & Analytics

Robust, dynamic and drillable reporting using our business intelligence platform accessible through our self-service reporting portal, enabling transparency and real-time access to monitoring results.

NY Team of Quality Experts

Chicago Team of Quality Experts

Recent Blog Posts

Quality Monitoring: From Business Insights to Business Impact

Contact center quality monitoring programs aim to capture a 360-degree holistic view of an omni-channel customer journey, focused on the Voice of the Customer and agent behaviors that impact customer experience. The purpose of that exercise is to glean meaningful,...

Empathy and the Customer Experience

Are your customer service agents offering empathy during the Global Health Crisis? Sympathy and empathy are behaviors that are often used interchangeably although they are quite different. While sympathy is feeling “for” a person, empathy is feeling “with” a person....

Talk To Us About Your Organization

With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you achieve your goals.

Let’s start a conversation

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