Case Studies / Customer Experience
Leading Global Brand Leverages QM and Business Process Improvements to Increase Customer Loyalty and Revenues
Financial Services
Scope
- Our client provides premium global travel services to its customers; as a result, world-class Customer Service is imperative to their success.
- They engaged Northridge to provide recurring agent assessments and systemic business process improvements designed to ensure attainment of their revenue and customer service objectives. The success of their business is dependent upon a high level of customer service, adhering to regulatory requirements and converting inquiries into sales.
- Northridge’s program helped the client achieve all of these objectives.
Results
- Northridge Quality Monitoring:
- Monitored and rated statistically valid call volumes
- Identified efficiencies in processes and systems that enhanced service levels
- Identified process efficiencies, enabling lower overall operating costs
- Provided real-time feedback for agent coaching, management actions, and executive oversight
- Northridge has engaged in Quality Monitoring for the client since 1997.
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