Quality Monitoring
Quality Program Assessment & Redesign
Ensuring Quality Programs Measure Up
JUST RELEASED!
Part II of The Northridge Group’s State of CX 2023 report reveals 93% of business leaders believe their companies make it easy for customers to resolve issues. Only 66% of customers agree.
Assessing Your Existing Quality Monitoring Program to Drive Real Results
Northridge’s Quality Program Assessment and Redesign offering ensures your quality monitoring is focused on identifying customer journey pain points by measuring the right attributes that matter most to the customer, driving deeper business insights, and leveraging teams to drive actions and results.
Our Approach
Northridge’s Quality Assessment and Redesign Program
Our ultimate objective is to establish an improved quality management operation that is in alignment with the strategic direction of your business, delivering on growth, profitability, scalability and improved customer experience objectives.
Our Approach
Our Proven Methodology
Our solutions are data-driven and incorporate years of best practice experience to develop recommendations that are practical and create sustainable results. Our approach is centered on the voice of the customer and documents pain points along the customer’s journey. We start with an assessment of how the quality program aligns with key business metrics and the outcomes it achieves. We then assess the findings from the baseline against best practices and industry benchmarks. This approach ensures a holistic view of people, process, technology and reporting, and how they work together to deliver an excellent customer experience and the desired business outcomes.
As part of this best practices comparison, Northridge rates the quality program to ensure the program is:
- Driving proactive actionable insights that are aligned with key business metrics and feedback identified through customer journey documentation.
- Measuring outcomes and KPIs to ensure the quality program is having the intended effects and is driving desired performance.
This allows us to focus on the sales and service operational changes that are necessary for quality management in the short and long term, enabling us to prioritize our recommendations and create an implementation roadmap.
Our Solutions
How do we measure success?
Our measure of success is helping you establish an improved quality management operation that’s aligned with the strategic direction of your business. To do that, we’ll work together to determine the following:
Are we measuring the elements that matter most to the customer?
- Agent clearly demonstrates essential knowledge and expertise
- Customer receives solutions that are tailored to his/her unique needs
- It’s easy for the customer to learn and act; trusts information received
- Recommended actions drive results for the customer and the business
Does the data drive broader business insights and value?
- Data is collected on products, services, and process effectiveness
- The business leverages Voice of the Customer insights to learn, refine, grow
- Data/systems/reporting are consistent to enable analysis and comparison
- Analysis provides actionable insight and focus on the Customer Experience lifecycle
Is the quality team influencing action and driving results?
- Insights are meaningful and valuable for the supervisors and business leaders
- Listening for trends, systemic issues, root cause, drivers, solutions …
- Quality team serves as a value-added partner in targeting action plans
- Leverage quality team as the experts who have a deep understanding of the customer’s experience
Our Value
What makes our program different?
We have the unique ability to combine our Quality Program Assessment and Redesign solution with our Customer Experience Consulting services to ensure your quality processes are clearly defined, differentiated, continuously measure performance and are highly correlated with the Voice of the Customer and desired business KPIs and outcomes.
We can help you evaluate, design and optimize your quality program to deliver Voice of the Customer improvements and – often missed – business results like:
- Increased Sales Effectiveness
- Revenue Growth
- Improved Net Promoter Score (NPS)
- Lower Customer Effort
- Optimized Internal Effectiveness Metrics
- Reduced Costs
Northridge Success
Redesign of Agent Evaluation Program and Ongoing Quality Monitoring Yield Dramatic Results for Large Federal Agency
A large federal agency sought to deliver an enhanced customer experience by improving the efficiency and effectiveness of its contact centers. Northridge was engaged to assess, redesign and implement an agent evaluation program. Ongoing Quality Monitoring was also provided for these seven multilingual contact centers.
Northridge Perspectives
The Importance of Quality Monitoring for Government Agency Contact Centers
Quality Monitoring is an essential tool used by many businesses to improve customer experience in their contact centers. Quality Monitoring programs leverage call listening, screen monitoring, and advanced data analytics to identify issues faced by individual associates as well as overall operational issues. When Quality Monitoring processes identify specific behavioral issues in individual associates, the behaviors can usually be quickly corrected with monitoring, agent and call level reporting, insights, recommendations, training programs, and/or customized coaching.
The Crucial Connection Between CX Tech & Training
Customer Experience (CX) technology is evolving rapidly, leaving many businesses struggling to keep pace. Companies that focus on people, process, and technology have not only adapted but thrived.
Understanding the connection between technology and training is important for a successful contact center. This includes AI, cloud, and other technologies. It also involves investing in training, change management, and clear processes to support the technology.
Proper Contact Center Training Benefits Employee Experience
In the post-pandemic world, contact center leaders are prioritizing three interconnected objectives: employee productivity, retention, and satisfaction. By cultivating a positive working environment, leaders can optimize the employee experience to mitigate absenteeism...
Additional Quality Monitoring Services
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.
