Government Industry
Quality & Compliance: QM Score Improvement
When a large government agency transitioned to a new contact center outsourcer, Northridge provided ongoing Quality Monitoring and targeted performance insights to ensure service continuity and measurable improvement during ramp up.
The Challenge
A large government agency partnered with The Northridge Group to provide ongoing Quality Monitoring services across its contact center operations.
During the engagement, the agency transitioned to a new Contact Center outsourcer that needed to ramp quickly while maintaining uninterrupted service to customers.
Leadership needed to ensure:
Service quality did not decline during transition
Coaching efforts were focused on high impact behaviors
Associates followed system and knowledge management best practices
Customer experience remained consistent during operational change
The risk was clear – without structured oversight, performance could erode during ramp up.
The Strategy
Northridge implemented a structured Quality Monitoring framework designed to stabilize performance and accelerate improvement during transition.
The strategy focused on:
Identifying outsourcer behaviors not aligned with recommended best practices
Providing targeted coaching recommendations tied to QM findings
Highlighting gaps in system usage and knowledge management
Delivering clear, actionable insights to agency leadership
The objective was to create visibility, accountability, and measurable improvement during a critical transition period.
The Execution
Northridge delivered ongoing monitoring and performance feedback throughout the outsourcer ramp up.
The engagement included:
Regular evaluation of customer interactions against defined quality standards
Structured feedback loops to leadership and vendor management
Coaching focus recommendations aligned to observed performance trends
Tracking improvement over time with measurable benchmarks
Insights were translated into specific behavioral and operational adjustments to drive continuous improvement.
The Impact
Within seven months, the agency saw measurable and sustained performance improvement.
Outcomes included:
11% increase in overall Quality Monitoring score from 72.8% to 83.8%
Month over month improvement in associates providing customers with complete and relevant information from 27% to 39% in three months
Decrease in associates selecting incorrect knowledge management resources from 11% to 6% in three months
The outsourcer successfully onboarded while improving performance rather than stabilizing at baseline.
Northridge delivered not just oversight, but structured performance acceleration during transition.
experience + excellence
Ready to strengthen quality and performance during transition?
We help government agencies implement Quality Monitoring and performance frameworks that stabilize service delivery, accelerate outsourcer ramp up, and deliver measurable CX improvement.
