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 Quality Monitoring

Contact Center Quality Monitoring

Success Begins and Ends

With the 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 solutions and customer analytics 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 the voice of the customer through calls, email, chat and social media to ensure service excellence.

Featuring experienced professionals and best-in-class advanced analytics, our call center compliance monitoring services successfully convert data-based insights into desired business outcomes, offering:

  • scalability
  • speech analytics
  • business intelligence reporting
  • secure technology infrastructure
  • integrated data analytics
Call monitoring, quality assurance in call centers

Our Call Center Quality Monitoring Program

When you apply Northridge’s 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 follow your customer’s journey, delivering improved customer experience and business performance.

Contact Center Quality Monitoring Meets 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 Contact Center Quality Monitoring Services

Leverage the Voice of the Customer to Enhance Your Contact Center Operations

Explore our suite of services that help you identify customer journey metrics to understand and improve your organization.

Omni-Channel Quality Monitoring and 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 and Surveys

Highlight critical behaviors through real-time customer interactions.

Coaching & Training

Utilize performance management techniques that provide actionable feedback to coaches and agents to improve 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 Best Practices

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.

Advanced Analytics & Reporting

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

Five Steps for an Effective Quality Monitoring Program

Call centers have come a long way since the 1950s when housewives became the first telemarketers by selling home-baked goods over the phone. Today, customers connect with call center agents via voice, chat, text, email, and even video communication platforms like...

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,...

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.

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