QM Consultancy
Overview
Our quality monitoring consultancy goes beyond the conventional practices for system implementation and training. It’s not just the quality tools that help create excellence; it’s how staff use those tools. Our goal is to see products maximised to their full potential thus helping our clients achieve quicker return on investment and ultimately enhancing their own customer’s experience.
Tailored Consulting Solutions
With any quality monitoring installation our tailored consultancy service typically provides:
Development Needs Analysis (DNA) – Prior to systems implementation a DNA is conducted using proven consulting methodology. Our consultant meets with key customer stakeholders onsite to identify and gain a clear understanding of their unique business requirements and objectives. A detailed recommendations document is then provided.
Recommendations & Project Planning – It is important that a new quality monitoring system fits seamlessly into the current working environment and practices. Because of this every ‘Recommendations and Project Planning documentation’ is tailored specifically to the client’s needs.
QM Systems Configuration - Ensures that the configuration of the quality monitoring system invested in, best suits the needs and dynamics of the contact centre whilst ensuring that all key product features are fully leveraged and customised.
Offsite Support & Post Implementation Reviews - Following any initial consultancy carried out, we provide offsite support via telephone or email at no extra charge for a set period after completion of consulting services. Similarly following product installation, onsite reviews are conducted at suitable intervals, providing a high level analysis of what is working and areas to focus on for improvement.
Key deliverables of the consultancy:
• Provides in-depth analysis of existing coaching and quality monitoring processes
• Identifies inefficiencies in existing quality procedures
• Reviews how agent calls are currently monitored, the evaluation and scoring criteria used, as well as calibration practices and reporting tools
• Provides a detailed plan of action highlighting opportunities for improvement
• Provides effective change management with the introduction of new quality monitoring systems
