Case Studies / Quality Monitoring
NRG Case Study: Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements
Government
“For this client, the chllenge was particularly difficult given they are a government entity with strict data sharing controls in place. Once we were able to gain access to valuable information, we were able to really dive into the issues they were seeing and uncover some truths that led us to actionable strategies and ultimately, really positive outcomes both for their agents and their customers.” – Petra Seals, Managing Partner
- A large government agency faced an increase in inquiries due to the COVID-19 pandemic.
- Limited call tracking hindered visibility into the specific issues customers were facing and whether Contact Center associates were able to correctly answer questions and concerns.
- The Northridge Group performed a Quality Monitoring, tracking, and reporting assessment to identify avenues for improved Customer Experience.
- Identified customer issues, root causes, and how associates and process improvements could address these concerns internally.
- Extrapolated quantitative (ex: how often issues occurred) and qualitative (ex: use of empathy, clear communication, etc.) data into actionable insights.
- The Northridge Group provided recommendations for knowledge management and coaching updates that improved Contact Center operations:
- Knowledge management resource updates filled in missing knowledge gaps or refined current resources to include more nuanced information based on customer needs
- Training updates resulted in increased empathy on calls and a better understanding of how to get to the root of the problem and provide the best answer
Improved Visability
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Better Knowledge Management Tools
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Greater CX
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