The NRG QM Assessment

Proven methodologies to identify opportunities for growth

The NRG Assessment

Quality Monitoring Assessments for success

Our solutions are data-driven and incorporate years of best practice experience to develop recommendations that are practical and create sustainable results. Our approach is centered on the voice of the customer and documents pain points along the customer’s journey. We start with an assessment of how the quality program aligns with key business metrics and the outcomes it achieves. We then assess the findings from the baseline against best practices and industry benchmarks. This approach ensures a holistic view of people, process, technology and reporting, and how they work together to deliver an excellent customer experience and the desired business outcomes.

As part of this best practices comparison, Northridge rates the quality program to ensure the program is:

Driving proactive actionable insights that are aligned with key business metrics and feedback identified through customer journey documentation.
Measuring outcomes and KPIs to ensure the quality program is having the intended effects and is driving desired performance.

This allows us to focus on the sales and service operational changes that are necessary for quality management in the short and long term, enabling us to prioritize our recommendations and create an implementation roadmap.

Measuring success

Our measure of success is helping you establish an improved quality management operation that’s aligned with the strategic direction of your business. To do that, we’ll work together to determine the following:

Are we measuring the elements that matter most to the customer?

Agent clearly demonstrates essential knowledge and expertise
Customer receives solutions that are tailored to his/her unique needs
It’s easy for the customer to learn and act; trusts information received
Recommended actions drive results for the customer and the business

Does the data drive broader business insights and value?

Data is collected on products, services, and process effectiveness
The business leverages Voice of the Customer insights to learn, refine, grow
Data/systems/reporting are consistent to enable analysis and comparison
Analysis provides actionable insight and focus on the Customer Experience lifecycle

Is the quality team influencing action and driving results?

Insights are meaningful and valuable for the supervisors and business leaders
Listening for trends, systemic issues, root cause, drivers, solutions
Quality team serves as a value-added partner in targeting action plans
Leverage quality team as the experts who have a deep understanding of the customer’s experience

Different Assessments for the different areas of your business

Training & Coaching Assessment

We review existing training & coaching programs, conduct interviews and exam processes to fully understand the existing framework so we can make an educated recommendation.

Workforce Management Assessment

Managing your workforce is critical to the success of your business and the long term brand loyalty of your customers. We apply the same assessment framework to WFM area, identifying opportunities and supplying solutions.

Quality Monitoring Assessment

Our ultimate objective is to establish an improved quality management operation that is in alignment with the strategic direction of your business, delivering on growth, profitability, scalability and improved customer experience objectives.

Technology Assessment

The contact management platform not only routes and queues customer interactions, but it’s also the enabling or limiting factor when it comes to deploying advanced capabilities required to enhance Customer Experience and lower operating costs. We look at every platform to ensure they are providing the intended support.