NuComm and each one of its employees are committed to meeting and exceeding all client expectations and requirements. Every employee is encouraged to continuously improve their individual skills and the company's ability to deliver its services.
That said, an important element of any contact center's operations is its Quality Monitoring team. NuComm's quality teams use a variety of tools and techniques on a daily basis to ensure client's goals and specifications are being achieved, including:
Call Audits (Blitzing): Voice auditors monitor groups or teams of CSRs. Teams are coached on a daily basis by supervisors, so our voice auditors are an important link in the process. The auditors speak directly with supervisors to inform them of issues in need of coaching. All audits and issues are logged in NuComm's proprietary software, known as The Coach™. This software ensures supervisors are focusing on relevant feedback areas and reinforcing the positive aspects of CSR calls. NuComm's Quality Department also nominates a "Call of the Day" 7 days-a-week to ensure CSRs are rewarded.
Call Reviews: Using NuComm's ISO 9001 procedures, the client and NuComm's Quality team meet to review specifications or "specs" for each campaign or client program. This ensures quality and consistency among CSRs, and clearly defines requirements for quality auditors monitoring a team. Call reviews are delivered electronically to each CSR and are available immediately after a conversation. Simultaneously, they are made available to a CSR's supervisor to ensure each review is later coached - reinforcing the positive and providing constructive feedback on aspects needing help. Electronic delivery of coaching points is automatic and a ticket number is generated for every session to ensure there is coaching. This also ensures closure for every call audit. Currently, NuComm performs 10,000 voice audits per month.
Data Auditing: All CSR entries into client databases and NuComm's own call tracking system (known as SilverFox™) are audited by our data quality team. Although this prevents errors from directly affecting the calling customer's experience, NuComm also uses special error-tracking tools to help understand why errors are happening and eradicate the root cause. Errors are fed back to CSRs and supervisors through The Coach software to spur continuous improvement.
As well, new tools are developed to give CSRs codes or special promotional information for booking sales, documenting adjustments or payments to accounts. This data is also used to define the level of accuracy required to meet and exceed standards for CSRs. This level of accountability not only drives individual CSR accountability, but also can affect client's own continuous improvement initiatives relative to their customers.
Customer Opinion Survey: NuComm regularly surveys 1% of the callers to our centers on a weekly basis, with client approval. The survey is designed to assess the customer's perception of the service received from the NuComm CSR. Customer scores then become part of a CSR's performance assessment.
Complaint Tracking: Complaints from clients or their calling customers are logged into NuComm's tracking system and reported on by the Quality Department. Complaints are typically researched and resolved within 48 hours. Reports on complaint management are also generated and complaints are also tracked to the CSR who handled the original customer contact.
Field Service Survey: As with the Customer Opinion Survey, NuComm can also survey calling customers that order or encounter field services (such as auto dealership experiences). NuComm can assess the field service received and provide specific feedback on technicians to the client.
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