CX quality management review

Psychometrics are used to ensure metrics in CX quality management and CSAT are valid and impactful.

CX Quality management review, contact center consulting with BPA Quality

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

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Webchat quality scores improvement in 9 months.

HOUSING ASSOCIATION
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Increase in conversion rates

HEALTH INSURANCE PROVIDER
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Over 20 targeted quality insight reviews delivered to the client in the first year.

NATIONAL HEALTHCARE PROVIDER

Why use BPA Quality’s CX quality management review?

Benchmark best practices

The assessment benchmarks the organization’s practices against the highest industry standards, identifying areas for improvement and ensuring that services are aligned with best practices.

Optimize processes

By evaluating and identifying process improvement, the audit helps streamline operations, reduce inefficiencies, and enhance service delivery, leading to better customer and employee experiences.

Data-driven insights

The assessment provides valuable data on the organization’s performance, helping to identify trends and areas for improvement. This data can be used to make informed decisions that enhance CX and EX.

Identify training and development gaps

The assessment can pinpoint specific areas where training is lacking, ensuring that employees receive the necessary skills and knowledge to handle customer interactions and technical challenges effectively.

Performance metrics

By evaluating scorecards and frameworks, the audit ensures that the right performance metrics are in place to monitor and improve both customer and employee satisfaction.

Improvement opportunities

Identifying and prioritizing those areas of your Quality Assurance program which, if improved, would have the biggest impact on enhancing customer satisfaction and engagement, engaging your teams, enhancing business processes, reducing risk and increasing compliance.

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Recommendations & actions

Will provide you with comprehensive recommendations and insights together with 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.

On-going support

Helping you every step of the way as you move along the path to sustained improvement and excellence fully capitalizing on the benefits of a highly effective Quality Assurance program.

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