With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.
Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.
With both call centers outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.
Insight is an important output of QA activity but we are not sure how to generate it in a meaningful way
How to generate Call Center Quality insights from quality monitoring.
Think and Grow Rich is a long-held business philosophy and motivational book brought to the world by Napoleon Hill over 80 years ago. The impact of his writings cannot be underestimated, and his book Think and Grow Rich has sold over 100 million copies since 1937.
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Radian is an award-winning organisation, employing over 1000 staff, providing nearly 21,000 affordable homes across the south and providing care and support to over 450 people across the South East, through Radian Support.