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Case Studies / Quality Monitoring

Improved Customer Loyalty for Major Travel and Lifestyle Services Organization through Business Insights

Financial Services

Scope

  • A world leader in travel services uses both quality monitoring and business process tracking to measure and improve their customer experience.
  • The company engaged Northridge to analyze both quantitative and qualitative information to identify process and agent performance improvement opportunities.
  • Specific behavioral recommendations, qualitative and quantitative information and coaching led to an increase in both agent performance and ultimately customer loyalty.

Results

  • A correlation analysis of monitoring scores to customer loyalty scores captured several key pieces of information, including:
    • Business process opportunities, such as root call analysis and problem resolution.
    • Leveraging a consultative sales approach for a better CX and enhanced sales opportunities
    • Agent performance (e.g., customer engagement, customer loyalty and identifies needs).
  • Recommendations for business process and performance improvements, such as:
    • Uncovering value-added service opportunities to enhance the CX.
    • Training agents to more effectively identify customer needs and provide appropriate solutions through questioning.

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