On-site or Experiential Audits

• Conducted on an 'as needed' basis at one or more call centers from a central remote observation position.
• Auditors observe, document and evaluate the interaction between the customers and the operators.
• On-site audits provide root cause data for optimization and continuous improvement.
  • Customer demographics
  • Keying strategy effectiveness
    • Target listing position and screen density
    • Influence of operator keying on work time
  • Operator error root cause data to determine the influence of the following factors on work time and accuracy:
    • Adherence to practices
    • Listening
    • Scanning
    • Keying
    • Quoting/reporting
    • Extent of search
  • Database error root cause data
    • Information wrong
    • Information missing
    • Information mis-filed (in the database correctly but not retrievable using recommended keying strategies)
      
• Customer Satisfaction/Perceptions Studies piggy-backed with on-site audits
  • PGL can design the survey instrument.
  • Auditors collect the calling customers numbers (ANIs).
  • On-site surveyors call customers within 1-6 hours of their last call.
  • Surveyors know whether customer was Fulfilled and Cared for during the monitored call.
  • Customer-provided information is based on a clear memory of the call event.
  • Customer Ratings are more about the call experience and less about what influences the customer   such as price, last call to the business office or repair.
  • Results of the combined audit/survey confirm correlation of 'passed calls' (calls both Fulfilled and Cared for) to the number of surveyed customers rating their call event/service an A/B. 8-10 or a Very Good/Excellent.