It's not what customers say.
It's how they feel. At Interaction Metrics, we've given the usual c-sat methods a much-needed upgrade.

COMPLIANCE VIEW uses statistically valid observations and customized, indexed criteria to infuse your QA program with objective standards and analytics. Using a six sigma approach, Compliance View is used to reduce service variability and to align your execution with your brand, sales, and quality objectives.

Compliance View is radically different from software or outsourced monitoring because it gauges how much monitoring you actually need before reaching the point of diminishing returns. Furthermore, and most importantly, it probes beyond surface failure to identify your ROOT cause gaps.

You Need Compliance View If…

• You need to tie your service level agreements to performance quality.

• Accountability: You presently use a QA company or call monitoring software and need accurate facts and trend lines to share with your stakeholders.

• Your company differentiates on the basis of its customer service. Therefore measuring consistency and branding in this area is key.

Manufacturer Example:
With Compliance View, our client, an apparel manufacturer, discovered that there was a nearly 50% fall-off between its brand standards and its actual call center performance.

Solution: By instituting a quality feedback program based on our rigorous QCI criteria, our client lifted employee productivity, increased its cross-sell rate and improved customer satisfaction dramatically.

At Interaction Metrics we are always up for testing against any customer satisfaction program you have in place.

Call us at 206-428-3091 to discuss whether our detailed approach to customer satisfaction could be right for you. Or, go to MethodsLAB and we'll get in touch with you.