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Case Studies / Quality Monitoring

Offshore Vendor Management and Quality Monitoring Yield Major Improvement in CX for Fortune 100 Enterprise

Financial Services

Scope

  • Feedback highlighted a Fortune 100 technology enterprise’s offshore 3rd party vendors provided an ineffective customer experience. Agent responses failed to provide either an empathetic tone or a knowledgeable response. Not only were customers dissatisfied with their experience, but the cost to serve was excessive because more than one channel was required to solve customer issues.
  • Northridge was engaged to supply quality monitoring and 3rd party vendor management on multiple channels and provide actionable recommendations to increase customer satisfaction and improve efficiencies.

Results

  • Monitoring of multiple 3rd party vendors resulted in a 7-point improvement in customer experience performance:
    • Provide specific, actionable recommendations in monthly review sessions.  Communicate key opportunities and strengths with the 3rd party vendors and conduct monthly call calibrations to enhance performance.
    • Update guidelines to provide a more personalized customer experience and create tip sheets on specific opportunities.
    • Foster full partnership and trust with the 3rd party vendors, resulting in a reduction of challenges by 91% from Year 1 to Year 5 of the contract.

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