Quality Indicator
The Blue Sky Quality Indicator [QI] is the most comprehensive mystery shopping programme and was developed specifically for the contact centre industry.
QI is unique in that it will provide you with two separate assessments of each call:
- an assessment of the customer experience
- an assessment of the skills and knowledge demonstrated by the advisor.
The initial customer assessment provides the emotional and true experiential assessment of the call. It uncovers the customer’s emotions, feelings and perceptions of the call, all of which are vital to determining future purchasing behaviour.
The second assessment looks specifically at the skills and knowledge demonstrated by the advisor, and is marked against an objective set of quality and skills criteria, which determines the advisor’s strengths and skills gaps. Knowledge is assessed against a predetermined knowledge guide and clearly indicates where gaps exist.
This dual assessment provides a uniquely holistic approach to call centre mystery shopping. You can use it on a stand alone basis, repeated at intervals to measure improvement and identify development areas for staff and the organisation as a whole. Alternatively, you can use QI as one component of a larger, more comprehensive performance evaluation and improvement package.
Mystery Shopping clients include Stena, Environment Agency, First Choice, Grundfos and Legal Services Commission. Download the QI Brochure, and a range of Blue Sky Consulting case studies.