Quality monitoring with Rhenus :people!

Customer service is one of the decisive factors for the success of a company. Quality monitoring plays a crucial role in ensuring that every customer contact meets the highest standards.
The goal of Rhenus :people! is to support you in improving the quality of your customer care service.

Through regular monitoring and targeted analysis of interactions, we can identify strengths and potentials for sustainable improvements to your customer satisfaction.
Whether by phone, chat or email — we capture and analyze the quality of all customer interactions to ensure a first-class customer journey.

Quality monitoring — an insight into the services

Get an insight into the wide range of quality monitoring services.

Quality calls

During quality calls, incoming and outgoing calls are monitored by analysts and evaluated based on established quality criteria.
This includes conversation management, friendliness, problem-solving skills and compliance with service standards.

Chat and email review

Written communication is often the first contact between customers and companies. Therefore, reviewing chats and e-mails is important to ensure precise and professional handling as well as compliance with company standards.

Customer satisfaction measurement (CSAT, NPS)

Using special tools, customer satisfaction can be measured and analyzed through customer feedback. This gives you an accurate picture of how your customer service is perceived.
Proven KPIs such as the Customer Satisfaction Score (CSAT) and the Net Promoter Score (NPS) are taken into account here.

Use of technology

Modern analysis tools and AI-supported applications assist with automated evaluation and provide reports. This enables weaknesses to be identified and addressed more quickly.

Quality monitoring at Rhenus :people! — the process

By implementing an effective quality monitoring system, you can not only increase customer satisfaction but also optimize your operational processes and achieve long-term competitive advantages.

1. Execution

The basis of our quality monitoring is the execution of quality calls to improve your service quality in all corporate units. This takes place both through telephone customer conversations or chats as well as through review of written communications (e-mails or support tickets).

2. Analysis and recommendations

After execution, results are analyzed to identify strengths and weaknesses as well as potential areas for improvement. Based on these insights, concrete recommendations are derived to improve the quality of customer interactions.

3. Follow-up workshops

The developed recommendations can then be conveyed to your employees through training or individual coaching. In this context, the introduction of new processes or technologies within your organizational structure is also possible.

to the contact form

The advantages of quality monitoring

Improvement of customer satisfaction
Quality monitoring reveals optimization potentials and enables targeted measures to increase your customers’ satisfaction. The insights gained from monitoring help you respond quickly to customer needs.
Compliance with service standards
Rhenus :people! continuously monitors agreed quality standards that are upheld in every interaction. This ensures that your customers receive a consistent service experience that builds trust and strengthens your brand.
Employee development and performance optimization
Feedback from quality monitoring helps your employees recognize their strengths and receive support in improving their skills. This increases team performance and engagement and reduces onboarding time for new employees.
Early detection of problems
Our monitoring helps identify quality gaps and problems early. This enables you to take proactive measures before negative effects on customer satisfaction occur.

requently asked questions about quality monitoring

Why is quality monitoring important?

Quality monitoring supports identifying weaknesses in customer care and targeted optimization. It helps increase your customers’ satisfaction and loyalty.

How does the monitoring process work?

At Rhenus :people!, all interactions with customers are analyzed according to defined criteria and recorded in reports that are created on a regular basis. This gives you deep insights into your service performance.

Which communication channels are being monitored?

We offer monitoring for phone, chat, email and other digital channels to provide a comprehensive picture of service quality.

Are you interested in our services?

We will be happy to advise you!

info.ros@rhenus.com +49 800 100 39 56

INNOVATIVE IDEAS AND STATE-OF-THE-ART METHODS FOR YOUR SUCCESS

Top-class service that truly inspires.

Go to the contact form