01 · Virtual Customer Care
Quality, Training and Reporting
Service measured honestly, coached deliberately, and reported to you every week.
Virtual Customer Care
Quality, Training and Reporting
Service measured honestly, coached deliberately, and reported to you every week.
Showing 1 of 5
- 1Set the standard
- 2Sample and score
- 3Survey customers
- 4Coach
- 5Review and fix causes
What We Do for You
- Set the quality standard and scorecard with you.
- Sample and score conversations across channels.
- Coach agents and track the improvement.
- Run customer satisfaction surveys after contact.
- Deliver a weekly report and a monthly review meeting.
How this is bought: Bought as a monthly managed service on a rolling term, with a written service schedule. Build an estimate for your case.
Our Approaches Explained
Customer satisfaction (CSAT) and NPS
Short post-contact surveys measuring the experience, reported with response rate.
Quality assurance sampling
A statistically useful sample scored against a written rubric.
First contact resolution
The share of issues finished without a second contact.
Root cause reporting
Grouping contacts by underlying cause so problems can be fixed at source.
Agent coaching plans
Individual, specific and tracked to a next review.
Service review meeting
A monthly conversation about trends, not a document nobody reads.
The Standards We Work To
CSAT, NPS and FCR definitionsQuality assurance sampling methodRoot cause analysis
We follow the structure and controls these standards describe. We do not claim to be certified against them - where you need a formal certificate, we prepare the evidence and an accredited body performs the audit.
What You Get
- Quality rubric
- Scored samples
- Satisfaction results with response rates
- Root cause summary
- Weekly report and monthly review
Conversations sampled for quality85%
Surveys sent after contact96%
Root causes reported monthly100%
These are the areas clients most often ask us to improve. Your project sets its own targets, measured and agreed with you.