Reading time: 1 Minute

Case Studies / Quality Monitoring

Quality Monitoring Assessment for Large Government Agency Identifies Needed Knowledge Management and Coaching Improvements



  • 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.

Business Impact

  • 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

Let’s Talk About Your Organization

With experience across nearly every industry, non-profit and governmental agency, we have the team to help you grow.

Let’s start a conversation

Get unique business management insights delivered straight to your inbox.
Get notifications for new podcast episodes, industry updates and tips on how to stay ahead of the curve.