Ongoing Quality Monitoring and Outsourcer Ramp-Up Results in 11 Percentage Point QM Score Improvement

A large government agency partnered with The Northridge Group for ongoing Quality Monitoring services.
During our engagement, the client transitioned to a new Contact Center outsourcer that had to ramp up quickly so the agency could continue providing uninterrupted service to customers.

Identified outsourcer behaviors that were not in line with recommended best practices.
Provided recommendations and feedback on areas impacting the Customer Experience, including:
- Where to focus associate coaching efforts
- System and process best practices for tool usage
- Gaps in the knowledge management system

Outsourcer successfully onboarded and showing continual improvement in Quality Monitoring scores:
- 11 percentage point increase in overall Quality Monitoring score in just seven months (from 72.8% to 83.8%)
- Month-over-month increase in associates providing customers with all relevant data (from 27% to 30% to 39% in three months)
- Month-over-month decrease in associates choosing the wrong knowledge management resource (from 11% to 8% to 6% in three months)

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