GC Services Revamps Quality Assurance Process for a Major Energy & Utility Service
Increasing Overall Customer Satisfaction
Revamping the Quality Assurance Process to Improve Customer Satisfaction
GC Services worked extensively with a large utility client with millions of accounts to revamp their quality assurance processes and increase overall customer satisfaction. Our client provided us with the quality assessment forms they wanted us to use when monitoring calls for quality. We found the forms to be very process driven, with almost no emphasis placed on how the calls ultimately impacted our client’s customers. Our core quality assurance team worked together with the client to redesign their quality form so it focus on the quality of the customer’s overall experience. This “voice of the customer” focus added a greater sense of “tone” and placed more emphasis on service pleasantries (i.e. did the customer receive a proper greeting? Did the agent have a positive and business-friendly tone of voice? Did the agent check back frequently with the customer when placing the customer on hold to conduct research?).
We also helped our client develop a supplemental customer satisfaction survey called the “Voice of the Customer Survey”. This survey was administered in addition to the other CSAT survey described above, but it focused solely on the overall quality of the customer’s experience. We then monitored three additional calls per agent per month to support the Voice of the Customer survey. For those additional monitored calls, our quality assurance personnel focused exclusively on final impact to the customer. Specifically, we focused on the following: Did the customer walk away feeling satisfied overall with the call and its tone?
The impact of these changes resulted in an increase in overall customer satisfaction.
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