Enhance Performance by Measuring the Right Behaviors
TRG employs a rigorous monitoring process to evaluate and raise agent performance and reinforce the right behaviors. Key elements of the monitoring process are:
Interaction Sampling ensures that a representative sample of customer interactions are recorded and assessed in order to drive optimal Customer Experience and Generate Revenue as appropriate. We apply a needs-based approach to agent sampling.
Interaction Assessment enables us to incorporate client standards into the evaluation form, ensuring that appropriate quality requirements are met.
Calibration ensures that we always measure and assess quality the same way that our clients do.
Reporting and Analysis can help identify core issues with customer satisfaction and improve processes before customers churn.
Agent Feedback and Coaching on a timely basis to ensure that compliance levels and agent skills are always being improved.