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Even if you have a plan in place to delight your customers, that's not enough to ensure success. Performance Auditing by Interaction Metrics develops the right criteria to manage the customer experience and it also tests day-to-day customer service performance. As Peter Drucker quipped "you can't manage what you can't measure." With that idea in mind, get measured by Interaction Metrics and prove your accountability. Best for: Customer Service, Call Centers and CEO/COO's involved with the customer experience. |
Check out Performance Auditing when:
Your situation |
Our service |
You spent a fortune on a monitoring system. Now it's time to reap its potential. |
Our QCI™ measurement shows in detail how your customer interactions rate. |
You say you offer superior customer service. |
Data segmentation gives you solid information and uncovers key performance patterns. |
Your marketplace is competitive; having data about the customer service of comparable companies just makes sense. |
Using competitor analysis, we'll show you concrete ways to lead through customer service. |
Would you like us to establish quality criteria and teach your QC team? Or, would you prefer ongoing Performance Auditing?
Criteria Setup
Establishes an objective baseline and quality standards.
Provides weighted QCI™ criteria to accurately measure all of your interactions--simple to complex.
Can include a workshop to bring your team up to speed with new quality control standards.
Ongoing Auditing
After establishing your criteria and baseline, we audit to track performance over time, across touchpoints and markets.
Ongoing auditing enables root cause analysis and provides the most specific process and content recommendations.
In the Trenches
The Benefits our Clients Reap from Performance Auditing
Setting clear standards motivates employees:
- From our initial baseline report our client, an apparel manufacturer, knew they had a nearly a 50% fall-off between their brand standards and their actual call center performance. By instituting a quality feedback program based on our rigorous criteria, our client lifted employee productivity and improved the quality of their customer experience dramatically.
To find out how our Performance Auditing compares against software or the usual outsourced monitoring solutions, let's talk.
