Quality Assurance Transformation

This engagement helps you rebuild your quality assurance process to focus on meaningful behaviors instead of rote checklist items.

A 1-day workshop is included to teach you how to evaluate calls using a flexible, behavior-based framework and deliver performance feedback with a trends-based listening approach. We help you select the right competencies for your team and provide change management support following the workshop.

12%

Percentage of service leaders who believe their current QA process is effective

Via the Rep Competency Selection Assessment, our team will help you tailor a QA framework for your organization
We’ll facilitate an in-person workshop to introduce a new call-listening approach, focused on trends in performance
Implementation support includes a variety of tools and templates to help you introduce the new QA program

Ready to implement an Effortless Experience?

Contact us

Resources

Challenger Selling in a Virtual (Pandemic) Environment

For months now the most frequent request Challenger has received is for resources to help...

  • blog
  • Oct 20, 2020
10th Challenger Pulse Survey

This October edition of Challenger’s Pulse Survey finds a large improvement in sales leader sentiment...

  • blog
  • Oct 09, 2020
10th Challenger Pulse Survey Results

Download the results of the 10th pulse survey now. he 10th pulse survey continues to...

  • Infographic
9th Challenger Pulse Survey Results

Download the results of the 9th pulse survey now. This series examines overall sales leader...

  • Infographic
9th Challenger Pulse Survey Results

Challenger’s 9th pulse survey continues to look at overall sales leader sentiment. In addition, we...

  • blog
  • Sep 15, 2020
B2B Buyers Study | Part 3: Do Sellers Meet Expectations?

Access the infographic with the survey highlights here. This post continues the findings from our 2020 B2B Buyers Study.   Part...

  • blog
  • Sep 04, 2020
B2B Buyers Study Part 3 Results

Download the results of the 7th pulse survey now. This series of anonymous surveys to...

  • Infographic
Unlocking Your Team’s Inner Drive, Part 3: Head or Heart?

This is the third article in a three-part series, “Unlocking Your Team’s Inner Drive,” from...

  • blog
  • Aug 31, 2020
B2B Buyers Study Part 2 Results

Download the results of the 7th pulse survey now. This series of anonymous surveys to...

  • Infographic
B2B Buyers Study | Part 2: Are You Ready to Answer Tough Questions?

Access the infographic with the survey highlights here. This post continues the findings from our...

  • blog
  • Aug 28, 2020
Effective Virtual Training: Lessons Learned (Part One)

Work-from-home programs have long been popular in contact center organizations for numerous reasons (employee engagement...

  • blog
  • Oct 19, 2020
Still Waiting for the Elusive Return to “Normal”: Fourth Service Leader Pulse Survey Results

As we wind down the summer, the Effortless Experience team at Challenger deployed our fourth...

  • blog
  • Sep 14, 2020
Why Effortless Experience™? – From the Client Angle

When we talk to new companies about what our best clients believe about an Effortless...

  • blog
  • Aug 31, 2020
Effortless Experience™ Guides

Access these two guides to begin driving a low-effort experience for your customers.

  • Whitepaper
So You Think You Can Change?

Think about the last time you tried something new. Most likely, you felt excited, but...

  • blog
  • Jul 30, 2020
Being the Best Virtual Coach You Can Be

Being a successful coach is tough. Being a successful coach when you are working from...

  • blog
  • Jul 28, 2020
Driving Employee Engagement Remotely – Service Leader Pulse Survey 3 Results

As customer service and support leaders continue to react to and manage through the COVID-19...

  • blog
  • Jun 30, 2020
The Coaching Imperative

Coaching is the top driver of rep performance. Find out why coaching is so powerful,...

  • Whitepaper
The Battleground for Good Customer Service Talent is About to Heat Up

In my previous post about the contact center industry’s response to the global pandemic, I...

  • blog
  • Jun 11, 2020
Coaching Accountability in a Virtual World

Fact: Creating a culture of coaching accountability is hard. Through numerous coaching effectiveness surveys that...

  • blog
  • May 26, 2020

“The Challenger Sale speaks to the core of how we’re engaging with our clients. We want our sales force to deliver insight and value, not sales pitches. That’s why our entire organization is being trained on the skills and behaviors that make Challengers successful. “

Kevin Warren, President US Client Operations Xerox

“Customers felt that I was bringing value and knowledge to their business.”

Professional Sales Representative, Kimberly-Clark