Government Industry
The Northridge Group – A Leading Management Consulting Firm
Industries
How We Help Government Agencies with their needs
Our firm has built its reputation on assisting government clients with Contact Center Improvements, Business Process Improvements, Cost Efficiency and Customer Experience Management solutions that are driven by deep data analytics, key business insights and operational expertise.
Additionally, we manage a wide range of regulatory compliance requirements using an efficient and integrated approach to mitigate risk. Our extensive experience working with government agencies gives us a deep understanding of their unique operating procedures and workplace guidelines. We leverage our extensive private-sector experience and a holistic view of people, process and technology to help local, state and federal agencies decrease operational expenses, optimize call quality and improve Customer Experience so teams can remain focused on serving the public interest.
We Solve Real Problems
NRG government Clients Star Ratings
See Real-Time Feedback from our Government Clients
Customer Service Quality Assurance Third Party Monitoring Contractor
The Northridge Group is the Customer Service quality assurance monitoring vendor. Northridge monitors incoming calls taken by the customer service center and the field sites. The evaluations are compiled into deliverables (Reports) forwarded to the site Project Managers and quality Assurance staff.
Evaluation Rating
Quality: Exceptional
Schedule: Exceptional
Cost Control: Exceptional
Management: Exceptional
Regulatory Compliance: Exceptional
Other Areas:
(1) AD-HOC REPORTS AND TRAINING: Exceptional
Assessing Official Comments
QUALITY:
The Northridge Group provides exceptional quality deliverables, in the form of monthly and quarterly reports. The contractor consistently provides deliverables of exceptional quality, that require little or no required corrections. NRG reports allow the principles to delve into agent performance to root out the low hanging fruit and provide more coaching and refresher classes. This reporting is of significant benefit to the Government as it ensures the quality of agent interaction with participants to ensure they receive exceptional customer service.
SCHEDULE:
NRG's project manager adheres to the deliverables schedule as set forth in the contract. Bi-weekly meeting are scheduled to discuss contract activities and any changes or adjustment in the schedule. NRG staff are available, at all times, to conform to any changes and recommendations. This flexibility allows us to continue providing their participants with great customer service. In addition, NRG provides reports ad-hoc both timely and accurately when requested by management, which is of significant value to the Government.
MANAGEMENT:
The management of the Northridge contract is exceptional. From the project manager, quality manager, and the assessors that listen and evaluate the incoming calls each day. The NRG team proactively discuss innovative ways to improve agent productivity and improve business processes to improve customer satisfaction.
The customer satisfaction survey continuously reports customer satisfaction with agent performance. The scores remain in the high 80% each quarter. We have seen continued improvement in participant satisfaction (as per the Participant Satisfaction Survey), with interactions having our staff continuously being the highest rated area of participant satisfaction. In addition, NRG crafted new items to be added to Participant Satisfaction Survey, which would specifically capture satisfaction regarding telephone interactions with our staff. The customer satisfaction scores have continually improved two points each year.
give us 15 Minutes
Choosing a consultant to partner with you is not an easy decision. That’s why we offer an introductory 15-minute discussion to determine if our expertise, personality, and approach to work will work for you.
Contact us today to schedule your 15-minutes.
Our Expertise Comes from 25 Years of Experience in Working with Government Agencies
The Northridge Group is comprised of a group of highly trained professionals who have worked with government clients for several years. This experience has afforded us the deep knowledge needed to provide our clients with the solutions they need to achieve the results they demand. Below is a high-level view of our areas of expertise.
Relentless in the Pursuit of Results
We’ve provided some case studies excerpts below to illustrate the approach, the issues & opportunities, and the outcomes with some of our government clients.
Government Agency Work is our Specialty
With more than two decades of working with various government agencies, we know we have the knowledge and experience to deliver the results you need.
Contact us today – we can schedule as much time as you need with our Government Specialists.
Read our latest blogs & Case Studies
Discover How a Leading Healthcare Provider Transformed Customer Experience and Increased ROI
Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer
Reducing Operational Costs, Increasing EX Leads to Higher CX and ROI
By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service
Understanding Mobile Phone Use and 5G Expectations
New data from The Northridge Group confirms that nearly all mobile phone users have heard of 5G, most can articulate some of its benefits, and most associate 5G with faster speeds. Results from The Northridge Group’s new report on Mobile Phone Use and 5G Expectations were quite telling.