If you want to create an environment where your customers remain your advocates, the customer experience you design for them can never be static.  A customer's changing needs, perceptions, experiences and expectations will require you to review and innovate around the customer experience continuously.  And to make sure you are making the right change, you will need to tap into the customer's experience continuously.

(Click for a larger view in a new window)

Given the constant state of change in most organizations, coupled with customer and agent demands on your front-line management team, most organizations are ill-equipped to stay on top of what the customer needs and wants.  Importantly, internal monitoring efforts are ill-designed to monitor the experience they themselves are delivering in an unbiased manner or from the customer’s perspective – they simply know too much.

What we do:

• VereQuest Customer Insight Specialists access pre-recorded calls, emails or web chat sessions from your database of pre-recorded** customer interactions.  In many cases, VereQuest Customer Insight Specialists are also highly skilled actors who are uniquely trained and able to get into the customer's 'space'.
• Our team not only assesses your customer’s experience but also leverage VereQuest’s proprietary technology that allows us to capture and report the data that will guide your decision-making.
• The interaction is evaluated against pre-determined standards (quality, adherence, skills) as well as customer experience metrics.
• Each customer interaction is categorized by type and key elements of the interaction for detailed, real-time reporting.
• Evaluation criteria are weighted to emphasize key driver of customer experience.
• Shortfalls are databased to ensure consistency in how they are identified as well as for detailed reporting and root cause analysis.
• A copy of the interaction is appended to the VereQuest scorecard (for ease of access).
• Reporting at the individual employee, team or program overall are reported in real-time. The outcome is quantifiable, just-in-time and highly actionable.

** We can support face-to-face customer interactions or refer you to someone who can.  Also, if you don’t already have a recording system in place, in some cases we can provide one.

What you get:

• Results from VereQuest call audits are available online, in real-time.
• Quantitative measures of performance for performance-based pricing with a supplier or performance bonuses for contact center managers.
• Ability to free up valuable internal resources for coaching or other mission-critical duties.
• Augment the volume and frequency of quality monitoring you do.
• More timely feedback and (when managed) more timely coaching focused on the right individuals.
• Ability to validate how well your investment in training is doing and identify performance gaps after training has occurred.
• Intensify the assessment of new agent proficiency in the critical weeks following training.
• Calibrate internal quality monitoring efforts.
• Reduce the overall cost of quality monitoring.