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Case Studies / Quality Monitoring

Federal Government Entity Awards Three Successive 5-Year Quality Monitoring Contracts to Northridge, Resulting in Enhanced Training, Improved Associate Performance, and Increased Customer Satisfaction

Government Sector


  • A large Federal Government Entity operates a call center to service critical calls from customers that often regard their livelihoods.
    • The client needed help verifying callers to meet strict compliance standards in a regulated environment.
    • The issues customers call about directly impact their financial well-being and must be resolved with sensitivity and empathy.
  • Northridge was originally engaged to assist with compliance issues and to monitor Inbound calls to identify gaps in associate performance and opportunities to improve customer experience.


  • During the original engagement, Northridge delivered Inbound Quality Monitoring services including:
    • Assistance with caller verification/compliance issues
    • Monthly/quarterly reporting, observations, and examples and monthly calibrations
  • Northridge initiated a new hire training program to improve associate behavior issues identified via monitoring.
  • Due to the program’s overwhelming success, Northridge was awarded second and third 5-year contracts, the later including two new projects (Outbound and Technical Monitoring). Successes on these projects include:
    • Extended Quality Monitoring services to include Outbound and Technical monitoring
    • Provided enhanced new hire behavioral training to improve monitored behaviors
    • Designed new guidelines for Outbound and Technical programs and training to improve performance standards

Business Impact

  • With each new 5-year contract, Northridge provides additional quantifiable value/ROI to the client and the results continue to exceed the client’s expectations:
    • Customer satisfaction drivers improved.
    • Northridge received “Exceptional” Contractor Performance Assessment Report (CPAR) ratings.
    • Empathy scores for contact center associates increased by an unprecedented 15 points year-over-year due to insights and recommendations provided by Northridge.
    • The guidelines Northridge developed for the new Technical and Outbound programs and the enhanced behavioral training program raised the bar on coaching and performance standards.

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