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

• 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.