Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Loading in …3
×
1 of 8

Interaction Audits by RAG Scores

0

Share

Interaction Audits are ideal for:
Identifying process issues

Improving productivities

Identifying training needs



Customer Experience mapped ongoing will ensure you improve Satisfaction & optimize Cost

Related Books

Free with a 30 day trial from Scribd

See all

Related Audiobooks

Free with a 30 day trial from Scribd

See all

Interaction Audits by RAG Scores

  1. 1. Customer Experience Measured www.ragscores.com
  2. 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 www.ragscores.com
  3. 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 www.ragscores.com
  4. 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 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

×