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

ChallengeHer Series: An Interview with Preeya Voss

For too long, the sales industry has excluded, diminished, or downright ignored the voices and...

  • blog
  • May 23, 2022
A New Sales Challenge: Gridlocked Purchasing

Nowadays, thanks to companies like Carvana and Autotrader, it has become less necessary to interact...

  • blog
  • May 05, 2022
2022 Pulse 4 Survey Results

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

  •  Infographic
Thriving In A Buyer’s Market: Key Emerging Trends In Customer Purchases

Today’s winning sales teams anticipate changes in buying behavior by placing the buyer’s perspective front...

  • blog
  • Apr 27, 2022
Do Barefooted People Really Need Shoes?

Let’s face it. Most people aren’t that fond of taking retrospective surveys. They take up...

  • blog
  • Apr 11, 2022
2022 Pulse 3 Survey Results

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

  •  Infographic
Supply and Demand: Is Transparency the Cure?

Some Key Questions Suppliers Need to Ask Themselves in 2022 It seems impossible, now that...

  • blog
  • Mar 17, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
Winning the Challenger Sale, Episode 2: Social Selling: Your Secret Weapon in 2022: A Wrap Up

Our popular Winning the Challenger Sales Series is now entering its third season. This monthly...

  • blog
  • Mar 11, 2022
The State of Sales Compensation: Good News?

Ovid once said, “Fertilior seges est alenis semper in agris,” which translates to “The harvest...

  • blog
  • Mar 07, 2022
Why Year-End Reviews Aren’t Enough

We’re hot off everyone’s favorite season of the year: year-end reviews! You’ve met with your...

  • blog
  • Apr 26, 2022
Assessing the Impact of an Effortless Experience

We’re delighted and honored to share our silver Stevie Award for being one of the...

  • blog
  • Apr 05, 2022
We’re Getting Noticed!

Challenger is incredibly honored to announce that we’ve recently won two big Industry awards for...

  • blog
  • Mar 16, 2022
CEO Statement on the Challenger Rebrand

Challenger recently refreshed our logo and other brand elements. Our CEO, Andee Harris' statement on...

  • blog
  • Feb 25, 2022
To Stand or Not To Stand

I finally did it. After talking about it for over a year, I finally invested...

  • blog
  • Feb 25, 2022
What Your Customers Want . . . TODAY

FACT: We all feel different as customers today than we did two years ago. Personally,...

  • blog
  • Feb 14, 2022
Can You Help Me Train for Emotional Intelligence?

From time to time, companies ask us if we can train their customer service reps...

  • blog
  • Jan 20, 2022
The Worst Question a Service Rep Can Ask

Portions of the following blog are excerpts from our book, The Effortless Experience That title...

  • blog
  • Jan 05, 2022
Crawl, Walk, Run Customer Service

A close cousin of the statement that “doctors make the worst patients” might be that...

  • blog
  • Dec 07, 2021
Effortless Experience™ Book Club
Session 3
Chapter 3: The Worst Question a Service Rep Can Ask

  • resource

“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