With no previous quality assurance programme or training in place, ICB were keen to develop a standardised approach to measure the quality of service that they provide. They identified that they needed a Quality Assurance Performance Management Programme.
With both call centres outsourced to third parties, Samsung needed a partnership approach, where all parties would work together to review the quality assurance framework and make improvements to the customer support experience.
As well as improving the customer experience, our work with USwitch also had an impact on sales performance; demonstrated by an increase in sales of 12% year-on-year across two outsourced call centres.
Our work with Dignity helps ensure that sales are being made ethically and in line with not only the FPA guidelines but also with their own exacting standards.
Abri is one of the largest housing providers in the south of England, managing 35,000 homes and work on behalf of 80,000 customers. We work with them on several aspects of their quality assurance programme.
British Gas uses BPA Quality Builder’s Calibration tool to further improve their quality management. The quality platform has delivered improved reliability, better ease of use, the ability to make changes more quickly and enhanced functionality.