Quality Management

Draw on our expertise and guidance to enrich your customer experience, focus your training and development efforts, and identify ways to improve processes.

Do your people understand in clear and specific terms what is expected of them?
Would your staff agree that your Quality Assessment process is fair and objective?
Do they receive continuous feedback to increase their skill and knowledge?
Do you have the right people with the right skills completing evaluations?
Do your quality results align with your customer satisfaction scores?
Are you using your QA program to obtain business intelligence and understand how internal processes may be affecting the customer’s experience?
Is the time you spend monitoring really making a difference to agent and organizational performance?
Are you measuring what really matters to your customers?

If you answered “no” to any of these questions, then it may be time to “reboot” your quality program.

We know that your organization is unique in terms of what you do, who you serve and how you measure success. Better performance is very achievable, but it takes a comprehensive solution to make it happen: one that looks at every aspect of the way you motivate, evaluate, train, mentor and coach your people.

Using our trademarked EEIE™ process, we will work with your team to:

  • Align your quality program with your customers’ needs, and your corporate goals and objectives
  • Build any missing components
  • Enhance your quality practices and procedures to make sure your program
    • Is positive
    • Engages employees
    • Is focused on outcomes
    • Produces results, not just a “score”

For more than 20 years, we have been leading quality workshops across Canada and the United States. We have designed, developed and deployed numerous in-house quality management programs, but we don’t provide “out-of-the-box” solutions. We custom tailor each approach to the needs of each client.

When it comes to quality, there is no finish line. Ask us how we can work with you to use your quality program to support continuous improvement, increase employee satisfaction and enhance customer loyalty.