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

What’s Your Plan for ‘The Close’?

Challenger is currently conducting a wide-scale study on the current state of negotiations in B2B...

  • blog
  • Dec 04, 2020
The Challenger Method: TEMPO | Plan to Close

Download our TEMPO | Plan to Close whitepaper and get more insights on how to...

  • Whitepaper
Three Ways To Design for Human Error In Your Sales Enablement Strategy

Central to good design theory is the idea of knowledge in the head versus knowledge...

  • blog
  • Dec 02, 2020
No Sales Experience Gone Wrong

Access this whitepaper to learn how to build a can’t miss sales experience that boosts...

  • Case StudyWhitepaper
11th Challenger Pulse Survey

November has proven that 2020 is not done with us yet. While the presidential election...

  • blog
  • Nov 16, 2020
11th Challenger Pulse Survey Results

Download the results of the 11th pulse survey now. The 11th pulse survey continues to...

  • Infographic
“No Decision” Cost Calculator

How does “no decision” affect your pipeline? Our online cost calculator uses your metrics -...

  • Tool
What Over 10 Years Has Taught Us About B2B Buyers: Our Work Has Just Begun

For more than a decade, Challenger has focused our quantitative and qualitative research on two...

  • blog
  • Oct 26, 2020
How B2B Buyers Choose Their Suppliers: A Decade of Analysis

Download our analysis of how buyers have changed since 2008, how they've stayed the same,...

  • Whitepaper
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
Why We Decided to Remove Issue Diagnosis from the QA Scorecard

Quality assurance (QA) has long been considered one of those necessary evils of the contact...

  • blog
  • Jan 22, 2021
Your Customers Need a Consultant

Customer service training has historically been focused on soft skills - teaching reps to be...

  • blog
  • Dec 08, 2020
Are You Expecting an Effortless Black Friday?

Ahhh, Black Friday.  A day that historically kicks off the holiday shopping season with massive...

  • blog
  • Nov 09, 2020
Customer Service: Greasing the Wheels of Wallet Spend

Last year, I had a bad customer service experience. It was a months-long struggle to...

  • blog
  • Oct 29, 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

“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