Our CX experts will work closely with you to design tailored QA standards, that reflect your organisation’s promise, values, culture and priorities.
In developing your custom QA program, we work with you to:
- Define specific and measurable standards for each channel and contact type (inbound/outbound), including criteria, scoring, weighting mechanisms, as well as agent and non-agent controlled markers (e.g. system uptime, calls completed in an hour, escalations logged accurately etc.)
- Determine your program velocity – including who monitors who, how frequently, how broadly per person, which channels and service enquiry types.
- Design your reporting framework – including targets and stretch targets, reporting requirements (for executives, team leaders, agents etc)
- Develop your implementation and adoption strategy.
