OUR SERVICES

Our UK based dedicated, qualified team of QA Assessors offer independent and accurate assessments across all business sectors and across all customer interaction channels, whether it is voice, email, webchat, we have it covered.  We identify trends, highlight focus areas and provide in-depth feedback addressing both strengths and focus areas for each interaction.

Our WOW (Walk Our Way) program encourages and recognises employee behaviours and quality by providing a range of rewards from sweet treats to hoodies/sweatshirts promoting the values of quality and compliance. Monthly certificates issued for repeat star performers, and libraries of excellent customer service or sales interactions from within your business are collated for training and to benchmark best practice.

Our  bespoke, insightful reports designed to inform and assist your journey. Reporting is customised and can be tailored to optimise value and insight. We analyse individual performance, team performance, trends over time and provide an insight to quality, customer experience,  and any risk or systemic issues which require intervention.

Beyond quality monitoring and ensuring regulatory compliance we can offer far more intelligent insight. From employee behaviours, to sales capabilities, from process adherence to sales barriers, our insights provide a comprehensive understanding of performance and assist in formulating actions plans.

Tailored support on site and in house training – We conduct successful training workshops for clients, agent script training and workshops designed specifically for use either within your organisation, or with your third party provider/s' quality and compliance monitoring departments and management teams. 

We provide critical identification of concerning customer service interactions, allowing reactive and timely interventions to mitigate risk. By flagging tese issues close to real time there is an opportunity to remediate the opportunity for brand reputational damage or customer adversity. We have evidence that our interventions significantly reduce the number of complaints and cancellations.