After beginning our partnership with a leading ski resort company, Qualfon’s quality assurance team identified concerning trends in their contact center performance that had gone unidentified prior to our engagement. Through our analysis, we discovered opportunities to enhance the consistency of the evaluation framework and improve visibility into service delivery metrics that would strengthen customer satisfaction outcomes across their contact center operations.
The Challenge
Our analysis revealed several critical issues:
- Declining QA Performance: Contact center quality scores had dropped significantly, particularly in Acknowledge, Reassurance, and Empathy
- Inconsistent Evaluation Standards: The QA rubric was being interpreted differently across existing evaluators
- Customer Experience Impact: Low scores were affecting customer satisfaction and brand experience without proper visibility
- Lack of Actionable Feedback: Agents weren’t receiving clear guidance on performance improvement
The declining scores were putting key performance goals at risk and required immediate attention. Qualfon knew what needed to be done and could act quickly to address these fundamental issues.
Our Solution
Qualfon believes that the best successes come from the right balance of excellent people, supported by best-in-class processes, empowered by technology. A prime example is our POET team (Process Optimization Engineer Team) and Six Sigma continuous improvement culture, which provided the structured framework for identifying root causes and implementing sustainable improvements.
We developed a customer-focused performance management approach through a three-step process:
Step 1: Framework Analysis Our team evaluated their existing quality framework, identifying specific gaps in evaluation criteria and scoring consistency.
Step 2: Root Cause Assessment Using data-driven analysis, we pinpointed the primary sources of performance inconsistencies, focusing on communication attributes that directly influence customer satisfaction.
Step 3: Collaborative Implementation We worked with their Quality Assurance, Operations, and Learning & Development teams to implement sustainable improvements and create lasting alignment.
Implementation Excellence
Building on the POET foundation established in our solution approach, Qualfon utilized the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) framework to guide our systematic implementation. Our analysis identified the primary sources of performance gaps and inconsistencies within their framework, enabling targeted solutions that addressed root causes rather than symptoms.
We implemented enhanced quality monitoring processes that provided better evaluation consistency and improved visibility into agent performance across their contact center operations.
The Results
After four months of implementation, Qualfon’s quality transformation delivered exceptional results:
Primary Performance Metrics:
- Quality Assurance Scores: Improved from 54.91% to 90.9% for focus attributes, exceeding the 80% target goal by 10.9 percentage points
- Customer Satisfaction (CSAT): Rose from 4.2 to 4.5, demonstrating improved customer experience
- Phone Handle Time (PHT): Decreased from 455 seconds to 402 seconds, showing enhanced efficiency without sacrificing quality
Beyond the Numbers
While metrics demonstrate operational success, the real value lies in the enhanced customer experience and improved associate performance. Our approach addressed root causes of quality issues, leading to more effective call handling and targeted coaching for our teams.
The balanced improvement across customer satisfaction and operational efficiency shows how proper quality management delivers results that benefit both customers and business operations. This reflects our mission and commitment to delivering remarkable customer experience to every client program we support.
Key Lessons and Best Practices
This project reinforced several principles that define Qualfon’s approach to quality assurance transformation:
- Comprehensive Analysis Drives Results: Thorough assessment of existing processes reveals improvement opportunities
- Collaborative Implementation Ensures Success: Working across multiple departments creates sustainable improvements
- Consistent Evaluation Standards Improve Performance: Aligned quality frameworks deliver better outcomes
How Qualfon Can Help Your Business
Whether you’re experiencing declining quality scores, inconsistent evaluation standards, or customer satisfaction challenges, Qualfon provides the analytical expertise and collaborative approach needed to transform your quality assurance operations.
Our methodology combines proven frameworks with technology solutions to deliver quality management that drives measurable business results. You define the service standards and performance goals, and we handle the analysis and implementation support to ensure your quality assurance program exceeds expectations.
