Interaction Audits are ideal for: Identifying process issues Improving productivities Identifying training needs Customer Experience mapped ongoing will ensure you improve Satisfaction & optimize Cost

1. Customer
Experience
Measured
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2. “Interaction Audits”
When answers and insights are required with intricate details on a
continuous basis…..
- Interaction Audits are highly effective
in finding out consumer opinions
- Through carefully designed audit
you can specifically identify the areas
of strength & improvement alike
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3. Interaction Audits : Areas
Interaction Audit
Call Listening Mystery Calls Walk In
System Check for loop closure
Key Advantages
• Sanity Check: “Inspecting”
Audit what you are “Expecting”
Customer Feedback Result
• Regular Feedback: Ensures
similar experience every time to
1. Reporting of observations the patients
2. Suggest actionables • Training : Clearly highlights
training needs
3. Suggest training & quality improvement
modules
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4. Suitability
Interaction Audits are ideal for:
• Identifying process issues
• Improving productivities
• Identifying training needs
Customer Experience mapped ongoing will ensure you improve Satisfaction
& optimize Cost
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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. 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
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• Implementation

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. Contact us :
Arti Prakash Vijay Jassal
arti@ragscores.com vijay@ragscores.com
+91-9811476972 +91-9811318202
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