Process and Metrics Redesign

Quality Process

Many quality solutions fall short because they focus on areas that aren’t critical to the customer or the business. In addition, many times sampling plans are biased and unrepresentative, with monitoring conducted by staff who aren’t properly trained or calibrated. At QPO Inc., our first step is to perform a thorough evaluation of your quality process and results, and then develop and implement the QPO™ Solution, specific for your business, to drive real business outcomes. This includes:

• Quality Form Redesign. We redesign your quality form to align with key customer, business, and compliance drivers. We also work with you to determine the additional business intelligence information that will be valuable to your company, and incorporate it into your quality form.
• Sampling Strategy. By modifying your sampling strategy, we eliminate bias and ensure a statistically valid and representative sample at the business level. We also help you identify and define agent-level requirements and implement an agent-level sampling strategy.
• Staffing Plan. Based on the sampling plan, we determine staffing levels required to support your program. This includes the right number of QPO Inc. experts and where they should be located.
• Training and Calibration Plan. All QPO Inc. experts go through an extensive recruiting, hiring, and training process that includes client product training and a rigorous QPO™ Training and Calibration Program.

Quality Metrics

QPO Inc. listens to your customers to capture their full experience through our quality monitoring process. As a result, we deliver actionable data, enabling you to implement changes that have a direct impact on your business’ overall performance. That’s because unlike most quality programs, our metrics and reporting are aligned with key customer, business, and compliance drivers for your organization. We go beyond the simplistic “overall” scoring measures others use. Instead of focusing on only one metric, we provide three categories of scores each month:

• Customer Critical. Measures the performance of attributes that impact customer satisfaction
• Business Critical. Measures the performance of attributes that impact your business, such as cost and revenue
• Compliance. Measures the performance of compliance to policies and governing regulations

With The QPO™ Solution, your quality results are aligned with customer satisfaction and critical business measurements. When your quality results improve, your business outcomes do as well.