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.
Percentage of service leaders who believe their current QA process is effective
Ready to implement an Effortless Experience?
“As a premium provider in our space, our service experience is a true opportunity to differentiate. We saw a 20% reduction in escalations, which means we are solving customer problems the first time around. In fact, our customer VOC reflects that our reps are proactively solving problems before they are a challenge for our customers.”
Randy Kobat, SVP Retail Solutions vAuto
“What we hadn’t expected was the level of enthusiasm that would begin to permeate the call center well beyond the pilot group…the program has increased our center’s feedback culture, and has impacted our collaboration climate for the better. There is greater knowledge-sharing across the frontline and a greater sense of purpose in the work of serving the customer.”
Location Manager, Nuon
“When questioned about the increase in our scores, I shared that it’s all about having great people who now have great strategies. With the Effortless Experience™ skills, we can insulate the customer from all of the back office noise. You can trust your people to stand in that gap.”
Marian Favors Director, Customer Support, Karl STORZ
“This investment in coaching, and the overall development of our people, has changed the culture of our call center. You can see it in the data and out on the floor every day in how we help customers.”