Quality Methodology

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Quality Methodology

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Our methodology measures Customer Fulfillment^SM, Customer Care^SM and Voice Delivery which are based upon traditional courtesy, accuracy and productivity measures. These measurements have been developed from our Focus Groups responses to what they perceive as satisfiers, or dis-satisfiers and the thousands of hours we've spent in call centers monitoring calls. PGL also measures Customer Delight, that elusive but attainable condition of surprising customers with demonstrated aplomb, super-professionalism, sensitivity and understanding within objective work time boundaries. These powerful PGL's quality processes have been refined over 25 years to give you the insight you'll need to outperform your competition.

What Customers Want

Handle my request accurately (Customer Fulfillment^SM).

Listen to me (Customer Care^SM).

Don't ask me to repeat information. It makes me feel devalued and ignored.

Pay attention to me and give me what I asked for.

Let me know what you're doing for me so I know you're representing my interests.

If you don't have what I asked for, tell me and sound like you're sorry about it.

Offer me an alternative, if possible.

Operators/Agents have limited time to care for customers but customers tell us they value the feeling of confidence when they perceive that an effort is being made on their behalf. The key is in knowing how to give customers that feeling during the call interaction. Acknowledging customers throughout the call and, as an overlap, telling them what is being done on their behalf, are two ways to give callers 'eye contact over the phone' or, the feeling that the operator is being their advocate.

Customer Fulfillment^SM

Is the definitive quality standard, combining information accuracy with the operator’s ability to find the right information by following proper practices. It also measures the incidences of customers who receive the correct outcome or information as a function of Operator/Agent, system and automation accuracy. Customer Fulfillment^SM supersedes all other quality elements in customers hierarchy of satisfaction drivers.

Customer Care^SM

In a very competitive call center environment, companies must provide something extra to their customers in order to retain them, and to win new ones. How companies care for customers is the differentiating factor in environments where there are many similarities in technology and data availability. Customer Care^SM has taken place when customers receive their requested outcome or report and feel that a competent, professional operator made the overall call experience a satisfying one.Unlike many subjective measurements of customer service, Customer Care^SM measures an array of specific, measurable operator behaviors. Any subjectivity has been removed from the evaluation process. Standards are clear and objective. Customer Care^SM has not been demonstrated if operators/agents demonstrate unacceptable behaviors that detract from Customer Care^SM.

A few examples include:

Operator/Agent does not acknowledge the customer at the beginning, middle, or end of the call.

Operator/Agent must re-search as a result of not listening to customer's initial details.

Operator/Agent does not question or verify appropriately, or suggests inappropriate alternatives.

Operator does not follow call handling practices.

Operator interrupts the customer, or exhibits rude or abrupt behavior.

If any unacceptable Care^SM behavior is demonstrated throughout the call event, the call is considered "not cared for." A single interaction with a customer can have more than one unacceptable Customer Care^SM indicator, meaning the total number of indicators may be greater than the number of call events not Cared for.

Voice Delivery

The voice delivery is a significant factor in creating "eye contact" with the customer. The operator used their entire “vocal orchestra” to communicate with the auditor/customer, leaving them feeling the operator was engaged in the conversation and working as their advocate. The call “flows” and is very polished. The auditor/customer hung up from the call with a feeling of “WOW”. At times, an Operator not only uses the Vocal Variety in their voice, they also go the extra mile to empathize with the customer to help calm them down (Hotline) during an emotional interaction. They provide a calming influence, and take the time to ensure everything is okay before leaving the line, calming the "Hothead".

Customer Delight

Caring for customers will result in them being so satisfied that they want to continue the relationship. Delighting customers will result in the customers not wanting to do business with any other company.

We delight customers when we:

Recover their confidence when it has been jeopardized.

Surprise them occasionally.

Provide their service with aplomb.

Treat them consistently.

Put in place a professional 'front'

Are sensitive to their special circumstances, both spoken and unspoken.

Use vocal variety that implies that the customer is the most important person in the universe at the moment.

Go the extra mile within the boundaries of call time objectives.

Providing true Customer Care^SM and Delighting customers requires the Operator/Agent to be totally focused on them at all times during the call event. From this focus comes the ability to satisfy customer requests and identify opportunities to delight them.

Call Distribution

Calls are placed in call blocks that reflect call distribution (including mornings, afternoons, drive time and evenings) so that all access times and operators are measured.