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

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.

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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