Case Study Industrial Supply Quality Assurance

QA rebuilt around the customer, on every channel

North American B2B industrial supply organization · Multi-channel customer service operations

1,000+ Agents re-evaluated

100+ Leaders coaching to it

The Challenge

Agents optimized for audit scores. Customer problems stayed unsolved.

The QA program measured process compliance: script adherence, checkbox completion, audit trails. Agents did what the scorecard rewarded, so they followed process whether or not the customer's problem got solved. In a competitive B2B market where loyalty decides growth, the program was reinforcing exactly the wrong behavior, and leadership knew the whole philosophy had to change.

Scripts over solutions

Evaluations checked whether agents followed the process, never whether the customer got an answer.

Coaching aimed at the wrong target

Leaders developed agents against compliance criteria, so the wrong behaviors kept getting reinforced.

Channels measured in isolation

Voice, email, and chat each had their own criteria, with no shared definition of a good interaction.

Our Approach

Rebuild quality around the question the customer is actually asking.

01

QA Program Assessment

Reviewed the existing program and service operations against industry practice, mapping where the model rewarded compliance at the customer's expense.

02

Value System Redesign

Worked with leadership on a new quality approach aligned with the organization's culture, one that put the customer's outcome at the center of every evaluation.

03

Multi-Channel QA Model

Built a prioritized framework by channel with stakeholders from staff and operations in the room, so buy-in was part of the design from the start.

04

Agile Implementation

Rolled out technology optimization, model testing, new scorecards, communications, training, and change management in iterations, refining against real interactions instead of waiting for a perfect launch.

The Results