The NRG Assessment
Proven methodologies to identify opportunities for growth
The NRG Assessment
Customized Assessments for success
The first step in assisting our clients is the assessment. With an NRG Assessment, we apply more than 20 years of experience and combine that with proven methodologies and technologies to provide you with an in-depth look at every facet of your contact center operation. Then we work with you to determine best course of action and apply customized strategies that work for you, your people, and your business. This is why 95% of our clients come back to us when they need assistance and why they recommend us to others.
We offer assessments for every area of your business. See below to learn more. Then contact us and see what an NRG Assessment can do for you.
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.
Our approach
We offer three tailored assessments that span the entire scope of your business operations, including Contact Center Management, Technology, Workforce Management (WFM), Quality Management (QM), and Training:
- The Current State – A thorough examination of your operations as they function today, distinct from their original design.
- The Current State & Gaps to Best Practices – An analysis that not only depicts your current operations but also benchmarks them against industry best practices.
- The Current State, Gaps to Best Practices & Prioritized Roadmap – Our most comprehensive assessment, providing a detailed evaluation along with a prioritized roadmap for achieving greater operational maturity and enhancing ROI and business outcomes.
This structured approach enables our clients to select the assessment level that best suits their immediate needs. Whether you’re looking to understand your operational baseline, compare your practices to the best in the industry, or chart a course for advanced operational effectiveness, we have the tools and expertise to guide you.
Are you ready to explore these questions further? Contact us today and start your journey towards operational excellence.
Meet Our Clients
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Read our latest blogs & Case Studies
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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
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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.