We met with Joe Tuttle, Client Strategies Manager, to see how J.Lodge, a Cognosante Company, leverages sales quality processes and tools to optimize the customer support experience and drive program growth in support of our client, Comcast. See why Dave Tarone, Comcast Executive Director, Telesales & NCCS Channel Ops said “J. Lodge has been a valued quality partner for many years. Every time we challenge them to think outside the box they go over and beyond and deliver quality results. They take the time to understand our needs and work closely with both our Internal Call Centers and Business Partners to drive positive change. Since partnering with J. Lodge, both our sales conversions and compliance metrics have improved.”
Sales Quality Excellence (SQE) is a flexible, behavior-based approach to quality that embraces simplification and customer personalization, while driving desired business outcomes. As a team we review customer interactions from a behavioral and customer experience perspective. Additionally, we offer our data capture and interaction analysis expertise to further enhance the development of the Quality Automation, or speech analytics platform, within Comcast.
Unlike some other call center strategies, SQE provides greater freedom to the call center agent in navigating calls. By creating a more natural, customer-focused interaction, agents can better understand a customer’s reason for reaching out and use SQE tools to ensure customer satisfaction.
Cognosante provides Comcast with the following benefits:
Meeting the deliverables of this project is what the team looks forward to the most. The projects two key components, improving speech analytic algorithms and sales effectiveness are two areas that align well with the team’s experience. Therefore, by meeting the client’s expectations and demonstrating the value of our work, our yearning would be for the client to extend, or create additional funding beyond the current schedule.
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