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Conformance audits by rag scores

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www.ragscores.com
To ensure a continuous monitoring of your organization’s key pulse points – Sales Points, Service Centers, Call Center…..

- Conformance Audits are highly effective
in finding out points of leakage

- Through carefully designed audit
you can specifically identify the areas of
strength & improvement alike
www.ragscores.com

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Conformance audits by rag scores

  1. 1. Customer Experience Measured www.ragscores.com
  2. 2. Agenda “Conformance Audits” To ensure a continuous monitoring of your organization’s key pulse points – Sales Points, Service Centers, Call Center….. - Conformance Audits are highly effective in finding out points of leakage - Through carefully designed audit you can specifically identify the areas of strength & improvement alike www.ragscores.com
  3. 3. Conformance Audits Advantages • Audit to feedback timelines are near real time • Faster improvement cycles • Critical incidents are addressed immediately • Organization can plan for more strategic inputs • No additional training expense www.ragscores.com
  4. 4. Suitability Conformance Audits are ideal for: • Front & Back of house assessments • Stock availability & Store standards measurements • Brand display compliance • Operational Efficacy • Merchandising & other SOPs • Employee adherence to standards Conformance audited ongoing will help in standardization & optimizing costs www.ragscores.com
  5. 5. Various Models Mystery Shopping Interaction Conformance Life Cycle Alternate Audit Benchmarking Audit Audit Channel Audit Trained shoppers Trained shoppers to Defining end to end Feedback through: Auditing interaction to anonymously anonymously evaluate: customer touch point Benchmarking, quality & customer evaluate : •Operational Efficacy and auditing each experience at IVR, Focussed Groups & •Customer •Employee integrity interaction for Mystery Audits for SMS, Website, Experience compliance and Written •Merchandising further improvement Self, Competition & communication •Softer elements like overall Best In class (Email, letter & fax) environment, selling skills, body language • Training & Workshop • Process Optimization • Process Audits www.ragscores.com
  6. 6. The Methodology I(DA)2T: Developed in-house to deliver superior experience Interact I Transfer Discover Interact & Discover I(DA)2T (IDEATE) • Discussions • First hand product & service experience D Agree Assess • Q&A session Discuss • Frontline meeting Assess & Discuss • Cross-functional discussions A • Process designing • Inclusive Approach : All the stake D holders are involved • Brainstorming • Discussions • Result Oriented : Unlike an “only- A consultative” approach Agree & Transfer • Solution discussion • Time Tested : Has been successfully implemented across • Solutions walkthrough T various service industries • Agreement & sign offs • Train core team www.ragscores.com • Implementation
  7. 7. Expertise in Experience Management Industry Assignment Clients Outbound telecalling, Field data collection, Database Mgt, Mystery • Service Strategy Telecom audit, Process audit, Guest Retention, Development Call centre set up, Technology design, Training • Market Research Service Quality, Process audit, Banking Guest Retention, Technology design, Training, KYC • Mystery audits Proactive Life cycle Mgt, Process audit, Hospitality Database Mgt, Guest retention, Mystery dining • Benchmarking Service Marketing, Distribution Process & Training, FMCG & Feasibility Study, Product Test Study, Mystery • Process Audit Retail Shopping, Guest response Mgt. Service audit – Experience & Standardization. • Process Optimization Healthcare Recommendations on service improvement, standardization & technology deployment • Service Technology Design Management Development Program, BPO Performance Management system, • Process Outsourcing Skills’ training Educational Visiting faculty : CRM for MBA students • MDP, Training / Training Corporate training www.ragscores.com
  8. 8. Contact us : Arti Prakash Vijay Jassal arti@ragscores.com vijay@ragscores.com +91-9811476972 +91-9811318202 www.ragscores.com

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