Embed training and soft skills such as empathy, warmth and confidence into all channels to uplift CSat and NPS through Quality Assurance. Our training focuses on understanding customer needs and providing exceptional service. Boost your revenue and reputation by making every customer feel valued and supported.

The glue that helps the training stick

Quality is never an accident; it is always the result of intelligent effort

We know how difficult it can be to keep all that new knowledge in your head when finish the training. We embed our training through quality assurance score-cards, making sure your team get the most out of their new skills. Our dynamic QA is designed to enhance performance tracking and improvement so every conversation exceeds expectation. By pinpointing strengths and growth areas, our score-cards offer actionable insights for gold-standard service delivery. 

 

We'll equip all team members with a full understanding of the details of the new skills, training your team leaders in what to look out for when QA’ing. We'll work through the scoring together to make sure everyone is on the same page. When scoring is consistent, your team will be happier knowing they can trust the feedback and scores to reflect how much they are growing. 

 

Quality assurance scoring can be fun, it's a chance to develop and learn. We know you'll hear the eyeroll when you mention it to your team - let us change that and show everyone how they can develop their skills while having fun. It can be a great game to see who can score the highest and bring out that competitive streak! We'll bring the fun, you bring the prizes 🤩.

The benefits to you

  • Reduce AHT.
  • Performance improvement.
  • Consistency across your team.
  • Drive CSat and loyalty.
  • Boost your customer retention.

The benefits to your customers

  • Quicker resolution.
  • Consistent service experience.
  • Tailored, high-quality support.
  • Happy to stay with you.
  • Feel heard and valued.