Radian (News - Alert) is a UK-based real estate management and development company that provides affordable homes in Berkshire, Buckinghamshire, Dorset, Hampshire, Isle of Wight, Surrey, Sussex, and Wiltshire. The company employs 800 staff members and has an annual turnover in excess of $175 million. It offers not only general needs housing, but has a significant portfolio of sheltered and supported housing (such as for seniors), worker accommodation, shared ownership, market rent and private sale properties.
Because the company serves so many customers across products and demographics, it needed a quality evaluation of its customer-facing services to better understand how it was doing and how it could improve. The goal was to enhance the customer experience for all customer touchpoints. First, however, it needed to gain perspective on its current service quality.
Third-party remote call monitoring company BPA Quality was asked by Radian to develop an independent contact evaluation process to help identify a more accurate reflection of the quality of service being offered to clients and make recommendations for improving service. The first step of the process was an extensive joint “scoping exercise” in which BPA worked with Radian to gain a better understanding of their business, their challenges and service objectives. From here, BPA was able to design and implement a remote contact evaluation solution designed around Radian’s customers.
BPA got to work with its team of experienced and highly trained professional evaluators who work in conjunction with its proprietary software platform to observe customer-contact interactions, evaluate them and compile a plan for how to improve quality. Radian was able to gain new visibility into its customer interaction information from top level trend analysis all the way down to individual agent-level reports via a secure online portal.
The result (the full case study is here) was significant improvement in the accuracy and visibility of quality evaluation and coaching effectiveness information via the online BPA Builder tool. Radian replaced an inefficient and inaccurate spreadsheet-driven process, and gave team managers the ability to spend more time in coaching their teams where they needed it most, leading to improved agent skills, service levels and client satisfaction. Specifically, Radian achieved a 12.43 percent quality score improvement in less than 12 months through a combination of expert evaluation and actionable intelligence.
“BPA were invaluable to us in the early stages of outsourcing our calls for evaluation. With their guidance and expertise, we were able to clearly identify recognized good practice and make this our focus when talking to our customers,” said Gill Aston, Performance and Training Manager for Radian. “More recently, they have enabled us to incorporate one of our internal quality check documents which is linked to calls they have evaluated. We can access our form via the portal and together with the call evaluation link the two sets of results and report on them.”