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

2021 Pulse 5 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
2021 Pulse Survey 5: The rise and fall of optimism

After a few optimistic months it appears that commercial sentiment has moderated and optimism is down a bit. In this latest...

  • blog
  • Aug 11, 2021
2021 Pulse 4: Building the Pipeline Moving Forward

At the end of May, about a month ago, we saw a striking rise in...

  • blog
  • Jul 14, 2021
2021 Pulse 4 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
Challenger Transformation Diagnostic

Commercial leaders can map out a successful transformation by assessing progress and prioritizing key activities....

  •  Infographic
2021 Pulse Survey 3: Things are looking up

We are almost afraid to say it out aloud, but things seem to be looking...

  • blog
  • Jun 01, 2021
2021 Pulse 3 Survey Results

Challenger is conducting a series of pulse surveys to understand the legacy 2020 had on...

  •  Infographic
Commercial Teaching: More Than Just An Early-Stage Strategy

In our most recent Winning the Challenger Sales Webinar, we went deep on "Discovery" calls and...

  • blog
  • May 25, 2021
In praise of Dave Brock’s “Tell Us Your Top Business Challenge”

I’m a huge fan of Dave Brock's blog, in the same way I’m a massive...

  • blog
  • May 07, 2021
2021 Pulse Survey 2: Where are we spending time?

Spring, to state the obvious, is a time of regeneration. As Tennyson said, “It’s when...

  • blog
  • Apr 02, 2021
Levelling Up to Gold

“Man, she did NOT stick that landing!” I say as I shove another handful of ridged...

  • blog
  • Aug 06, 2021
Soft Skills: Nothing More than Customer Service Table Stakes

There likely is not a contact center in the world that isn’t focused on improving...

  • blog
  • Jul 28, 2021
The Effortless Experience™ as Life Skills: Beyond the Contact Center

This guest post has been authored by Kirby Horvitz, Challenger Effortless Experience alumni consultant. Opinions...

  • blog
  • Jul 13, 2021
Effective Virtual Training: The Ground Rules (Part Two)

The title of this should probably read along the lines of “Effective Virtual Training: From...

  • blog
  • May 27, 2021
Technology Won’t Save You

Every day I have a front row seat to see the impact our research has...

  • blog
  • Apr 22, 2021
The Fourth Era of Customer Service is Here

A few weeks ago, I attended a webinar jointly held by CCW and Vonage titled...

  • blog
  • Apr 05, 2021
Effortless Experience Resource Center

To help you navigate the current uncertainty caused by the unprecedented global pandemic, Challenger is...

  • resource
Top Effort Drivers to Avoid? YES PLEASE!

Once again, Matt Dixon, Chief Product and Research Officer at Tethr (and co-author of our...

  • blog
  • Feb 26, 2021
Effortless Experience How-To Videos

We know some of you are moving a mile-a-minute and many of you only have...

  •  Video
The Science of Positive Language in Customer Service

Take a second and think about a time when you were trying to make plans...

  • blog
  • Feb 11, 2021

“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.”

Jim LeMere Director, Northwestern Mutual