Driving Customer Experience Success with a QA Platform

Driving Customer Experience Success with a QA Platform

Customer experience is paramount in all business, but particularly within the financial services sector, where trust and satisfaction are key to retention. Organisations have to balance the high standards of the law and regulatory bodies, with the needs of busy customers. Quality Assurance (QA) plays a vital role in ensuring a smooth and positive experience for your customers. 

Traditional QA processes can be cumbersome and inefficient. This is where platforms like miPerform come in, offering a data-driven approach to boost customer experience success.

Following the process

For a QA process to be effective, it must be thorough and easy to follow. There can be little room for unclear instructions or interpretation. This is especially true for businesses that, by law, must impart set pieces of information to customers, or else run the risk of falling foul of the regulator.

We developed our QA feature alongside one of our insurance clients who had an existing process which wasn’t as effective as it could be. There were lots of areas where data was stored in different places and it made it very difficult to get a clear picture.

Our focus was to provide a more effective first-contact solution so that a customer is served in one interaction. This was only possible if all the data was brought into one place.

A Fitbit for business

miPerform’s strength is in fostering a culture of continuous improvement. We like to think of it as an accountability fitness tracker which has helped us to achieve a high level of engagement with 95% of our customers using miPerform daily.  

This engagement helps to drive the team towards a common goal. By using performance scorecards, agents know exactly what areas of their job they’re doing well in and where they need to improve. This ultimately benefits the customer as the team come to understand exactly what ‘good’ looks like.  

Rewarding the long view

Taking this approach enables miPerform to reward team members who can meet the challenge of answering multiple queries in one call. A real opportunity for businesses is the ability to drive retention and profitability in the years to come, miPerform can also help to anticipate future challenges.

For example, if a customer is calling an insurance company to change their registration, the system is able to flag that their renewal is up in two months. miPerform will nudge that agent to have both conversations at once and will then show that call centre staff are directly driving renewals and increasing revenue. It can measure this and reward accordingly, demonstrating the value of the team with every interaction.

Looking to the future

Our Quality Assurance capabilities are only one feature of the platform. Our other tools extend across businesses into areas such as coaching and risk management and automation. miPerform can help to quickly identify where there is potential risk evolving within operations which is what regulators are really focused on.

Ultimately, miPerform is about combining existing datasets and enabling companies to have a clearer picture of what they’re trying to achieve. We’re developing the tools alongside the clients that use them, ensuring that it is relevant and robust in the field, solving the problems that matter. Putting the solutions into practice starts with your team – that’s why our platform has been developed with them at the very centre. 

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