Case Studies / Quality Monitoring
Financial Services
Scope
- Northridge provides Quality Contact Monitoring (QCM) services for one of the largest U.S.-based technology firms. The firm required significant improvement in its post-sale customer satisfaction.
- Northridge designed and implemented a program which identified and resolved issues during the sales process that created the poor post-sale customer experience.
Results
- Northridge provides monthly feedback to the client’s management team. Our reporting includes the following “Sales Clarity” issues:
- Warranty/Concierge services billed for but never ordered
- Virus Protection Service not authorized
- Promised no-interest promotion never applied
- From Year 1 to Year 2, the number of Sales Clarity issues decreased by 36% overall, enabling improved revenue generation.
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