CX quality management review
Psychometrics are used to ensure metrics in CX quality management and CSAT are valid and impactful.
CX quality management review
The objective of the CX quality management review is to identify opportunities that will power real change. This is based on data-driven evidence that will enable you to revolutionize engagements with customers and sustain ongoing performance improvement.
Psychometrics and data science driven
Psychometrics and data science combined – the Quality Standards Framework objectively identifies the quality of the activities and processes that need to be in place to deliver outstanding customer engagement.
In-depth analysis of current behaviors, activities and processes
In-depth analysis of the current behaviors and activities that impact customer experience. This call center QA review includes both quantitative data (metrics, statistics) and qualitative data (customer feedback, employee interviews).
Identifying the gaps
Research shows that often QM metrics are based on custom, and practice rather than being based on evidence on what behaviors and processes directly influence that outcome of CX.
The BPA CX Management Review is designed to objectively identify behaviors that directly influence outcomes, and the results achieved.
Quantify subjective behaviors
The CX Review helps to quantify behaviors to ensure that they are measurable and actionable.
It ensures your decisions are based on scientifically produced reliable data.
Ensures people development is effective
The CX Review ensures that training, calibration and Agent development activities are all based on evidence on what influences. outcome of any CX.
Scientifically analyzes the quality of current supporting working practices, processes and behaviors that contribute toward consistently delivering an outstanding customer experience.
The objective of the Quality Standards Framework is to identify opportunities that will power real change. This is based on data-driven evidence that will enable you to revolutionize engagements with customers and sustain ongoing performance.
Using psychometrics and data science, the Quality Standards Framework objectively identifies the quality of the activities and process that need to be in place to deliver outstanding customer engagement.
In-depth analysis of the current behaviors and activities that impact customer experience. This includes both quantitative data (metrics, statistics) and qualitative data (customer feedback, employee interviews).
It then compares the quality of the desired situation to the current situation to identify gaps between current practices and best practices or industry standards.
Detailed report delivering expert assessment of your current Quality Management program’s strengths and opportunities areas and presents data and commentary to support long-lasting change that will help positively transform your Quality Management program, your business and your Customer experience.
Recommendations & actions will provide you with comprehensive insights and a detailed improvement roadmap detailing our observations on the current status of your QA framework against the focus areas, together with recommendations and proposed enhancement actions
Webchat quality scores improvement in 9 months.
HOUSING ASSOCIATION
Increase in conversion rates
HEALTH INSURANCE PROVIDER
Over 20 targeted quality insight reviews delivered to the client in the first year.