Through our work with clients for over 20 years, we have developed and perfected a quality approach that not only delivers results in increased customer satisfaction, higher sales and lower costs, but also provides valuable insights to all parts of the organization.
Reimagine Your Quality Program
If your quality program is not aligned with the customer experience or is not driving improvements in performance, you aren’t alone. However, you shouldn’t have to accept it. Your quality program should be one of the most valuable processes in your customer experience operation. However, we often find that companies are “going through the motions” of managing quality, but are getting little value from this activity.
Common Quality Pitfalls We Help Solve
COPC Inc. can help identify and apply operational improvement strategies to your service journeys to improve customer experience. Read more about our entire service journey program.
Ineffective quality forms that aren’t focused on the items that matter most.
Unaligned Quality Scores
Quality scores that are not aligned with customer satisfaction results.
Metrics that don’t provide an accurate measure of performance.
Data integrity issues due to poor sampling methodologies and calibration processes.
No visibility into root cause of issues impacting performance at the business and agent level.
Quality Management Services
Quality Benchmark Review
Typically our first step to helping you reimagine your quality program is to conduct a thorough evaluation of your quality process and results. We will tell you how your quality program compares to best practices and give you detailed recommendations specific to your operation to ensure your program is designed to deliver results.
Quality Program Redesign
From the results of the Quality Benchmark Review, we can work with your team to redesign all or parts of your quality program.
Quality Program Implementation
If you need assistance in implementing your new quality program from the design phase, we can either lead that effort or work directly with your team to ensure it is implemented quickly and effectively.