Discover how a new collaborative, inclusive approach to QA underpinned a cultural transformation that has already lifted NPS 29% and encourages root cause analysis.

Shine, the new Quality Assurance (QA) programme at Worldpay, has helped transform the office culturally into a contact centre that puts the customer at the heart. A new dedicated Quality team audit twice as many calls, using the new customer-focussed framework, and planning have ensured regular 15 min coaching slots are consistently scheduled. QA now provide tailored, meaningful feedback to each advisor, within 24 hours of contact, in addition to regular Team Manager coaching – both using the new customer focussed framework. Alongside this an incentive programme adds an element of competitiveness, raising morale and engagement. As a result, quality has risen every month – up 19% in just 8 months – and AHT is down 11%. Because Shine is linked to root caused analysis and advisor feedback, there is a re-enforcing cycle of continual improvement.

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