Experian Awards Case Study and Site Visit 2014: How Quality Assurance delivers for customers


When colleagues are scored by QA on their ability to do the right thing for the customer, more customers give the top ratings for their experience.

See the Case Study, Presentation Slides and Video (which will be uploaded soon)

A comprehensive, new QA framework at Experian has been adapted to the needs of diverse customer contact units, engaging colleagues and enabling a huge shift in culture that empowers them to ‘do what is right’, unconstrained by the traditional ‘tick-box’ approach to QA. The carefully crafted scoring mechanism moves colleagues towards success, rather than away from failure, providing unambiguous clarity on critical process and compliance checks, while changing the focus of QA towards developing the skills that create great conversations. The new approach cut critical errors by 36%, halved QA disputes and reduced the training time for QAs by 60%. Output from QA is used increasingly by senior leaders and the framework is future proof – the scorecard is easily adapted to support continual improvement in the business. 

Results:

  • Top customer recommendation ratings up by 8 percentage points
  • Critical errors cut by 36% within 6 months
  • QA disputes down 46% by Jan 2014
  • Quality Assistants require 60% less training with the new framework
  • Number of scorecard checks cut from 38 to 12

Site Visit was on 8th July in Nottingham

Review the slides from the day.

Attending Companies
Anglian Water, Covea Insurance, Environment Agency, Gold Medal Travel, Hughes Insurance, Intercall, Neopost, Which?, Netcall, British Gas

Example Job Titles
Senior Quality Manger, Quality Manager, Head of Service, Contact Centre Manager, Quality Co-ordinator, Team Manager

Key takeaways and learning

  • How to help balance service v compliance
  • What the real value of using a balanced scorecard actually is
  • Help shape and implement a quality measure
  • Why we do, not just what and how
  • How to transition from a tick box evaluation process
  • How to use QA data to empower change
  • Competency mapping and evaluation

Delegate Quotes

“Its always good to network with others in similar roles with similar issues – worth the trip.” David Reith, Environment Agency

“Great session. I learned a lot which will help me enable change.” – Colin Matthews, npower

“The day was really enjoyable.” Vicki Clark, Covea Insurance

“Really engaging, knowledgeable presenters, with interesting content and actionable ideas.” – Emily Brunwin, Which?

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Take a look at these articles, videos and links
2014 Innovation Awards Winners and Case Studies
Case studies on customer experience and quality
People build success: the most engaged people have the happiest customers!
See the latest articles on Quality & Customer Experience
Seventeen finalists announced for the 2014 awards


 

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(c) Professional Planning Forum 2000-2014