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Government contact centre increases cx index by 65% with quality assessment program
THE SOLUTION
Probe CX hired 25 quality assessment employees to manage, assess and coach the pivotal aspects influencing CSAT and CX within the client’s existing contact centre operations. This approach focused on an in-depth analysis of key drivers including:
Personalised service
Effective communication
Staff expertise
Fair treatment
Customer effort
In collaboration with the client, comprehensive quality evaluations were carried out for all calls. Calibration sessions were conducted to establish benchmarks, shaping coaching initiatives and data analysis for Probe CX’s 800-strong contact centre.
Outcomes were linked directly to agent, team leader and operational manager scorecards, as well as incentive and recognition programs. This integrated strategy ensured a comprehensive approach to driving improvements.
THE RESULT
Over the course of nine months, the holistic quality assessment program increased:
CSAT scores from 73% to 87%
CX index from 44 to 73
CX sentiment from 42 to 73
Customer requests resolved rate from 55% to 76%.
