Customer service excellence
Excellent customer service is a key differentiator in today's market - if your people deliver excellent customer service you can expect better customer retention, more revenue and better profitability. Until you measure it you cannot know how well your organisation is performing. Internally monitoring the quality of your employees' performance with a tool like OptiOp is a critical step in making this process smooth and effective. You measure with smart evaluation forms, provide feedback and set actions, track actions and view or download reports on your team, line of business or entire organisation's progress. When you know where you are, and where behaviours are not going to plan, you can focus on targeted improvements, using your resources in the most effective way.
According to the MacLeod report, two of the four key factors in employee engagement are corporate integrity and engaging managers. OptiOp can increase integrity because it is transparent, and all parties are held to account: employees for their delivery of customer service; managers for their delivery of feedback that will positively improve employee performance and evaluators on consistently monitoring behaviours that align to corporate or client goals.The feedback loop built into OptiOp offers managers and employees a perfect opportunity for managers to engage positively for the benefit of the employee and the organisation.
OptiOp can easily track how your people are performing in terms of compliance, allowing you to demonstrate your performance in this key area to clients and regulatory authorities. You can also demonstrate the follow up actions and outcomes associated with any evaluations that uncover the risk items. Summary level data can even be shared with clients, to build their trust in you.
OptiOp will help identify compliance issues, reducing the risk of problems existing, unseen. OptiOp also removes the need for using spreadsheets or other uncontrolled solutions - often we find when a key member of the quality assurance team leaves our clients, they take the knowledge of the unique solution that was in place - creating serious risk issues. Using OptiOp offers you a structured and controlled method of quality monitoring which embeds your business logic in a robust and scalable application..
Improve resource usage
Eliminate the wasted time spent maintaining spreadsheet templates, adjusting formulae or remembering where to save files: OptiOp does away with that overhead. Standard and customised reporting further reduces the time spent on running your quality program. Instead, have your people focus on giving useful, actionable feedback and action items to take service delivery to new levels. By tracking where your people need support, you can target your learning and development teams more effectively - they will know exactly where to direct their attention.
Information you want, at the touch of a button
One of the greatest consumers of resource is reporting and analytics. We have designed a number of standard reports and can easily create custom reports to display on screen and to a spreadsheet format, at the touch of a button. It is our mission to reduce your effort (and cost) in getting the information you need to the minimum - in fact, at the touch of a button. You'll love how quickly it can be done, and how it frees your whole team to focus on to more valuable activities. It's not unusual for days of activity shaping and manipulating data to be reduced to minutes of effort with OptiOp
Identify and address training needs
OptiOp lets you drill down to the competencies that need attention, allowing your learning team to get right to the core of delivering the training that will be most effective. No more guessing where to place resources!
Calibrate for consistency
Everyone wants to be assessed fairly - your evaluators need to be aligned with one another and with the aims of the evaluation form in question. OptiOp lets you easily arrange a calibration session, then to meet (virtually or in person) to reach a consensus on each question. You can then measure how aligned your evaluators are and ensure that you achieve the consistency that will make your quality program a success for all.Try it, free