Elevating Customer Experience Through Data-Driven Quality Assessment

Background

In 2015, a regional telecom provider approached Intelligentics with ambitious growth targets and a commitment to delivering superior customer experience. Facing intense competition in the market for phone, video, and broadband services, the privately owned company recognized that customer satisfaction would be critical for maintaining and expanding its market share. However, the business had yet to implement any structured customer research or Quality Assessment (QA) initiatives.

‍

Solution: Implementing a Custom Service Quality Assessment™ 

To help the telecom provider achieve its goals, Intelligentics launched a pilot Service Quality Assessment™ (SQA) program. The initial phase involved assessing recorded customer phone calls using a custom-built scorecard co-created with the client’s management team to ensure alignment with their service standards. The assessment revealed that the client had strong service quality levels but highlighted specific improvement areas that could elevate customer satisfaction further.

‍

Given the value of these insights, Intelligentics and the client agreed to adopt an ongoing SQA process. Each month, Intelligentics evaluated five calls per Customer Service Representative (CSR) and provided personalized feedback. CSRs received monthly performance reports, allowing them to address any issues and improve their service. Additionally, Intelligentics identified procedural obstacles outside the control of individual representatives, providing actionable insights that the management could use to refine internal policies.

‍

Expanding the Scope: Field Technician Surveys

In 2017, the telecom provider chose to extend its quality initiative by surveying customers following technician visits. Intelligentics designed a set of targeted questions to evaluate satisfaction across each interaction stage—from appointment scheduling to follow-up. Semi-annual reports allowed the client to pinpoint systemic issues and address individual technician performance where necessary, fostering improvement across several service dimensions. 

‍

Data from both the surveys and call assessments were followed up with custom training and coaching solutions designed to target opportunities for improving the customer experience. The data revealed improved levels of satisfaction and service quality over time. The telecom provider’s Customer Support team saw their Overall Service Index climb from the mid-80s to consistent scores in the upper 90s, and overall customer satisfaction rates increased from 90% to over 95%.

‍

‍

The success of the ongoing SQA and survey programs led the client to extend the initiative. The telecom provider now measures service quality within its Tech Support and Managed IT Support teams and has contracted Intelligentics to conduct SQA for their after-hours and weekend support vendor.

‍

Results: A Competitive Edge in Customer Experience

With Intelligentics’ ongoing partnership, the telecom provider has reached unprecedented levels of Customer Support performance. By establishing a consistent, data-driven approach to quality, they can track and improve customer satisfaction, loyalty, and retention. The program has solidified the company’s reputation for quality service in a highly competitive market and set a new benchmark for customer experience excellence.

‍

We’re Here to Help

Intelligentics empowers you and your team to achieve measurable improvements in customer service and sales performance, enhancing customer satisfaction, loyalty, and retention. Contact us today to discover how we can elevate your standards.