Blog Home

AllTop Stories
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
Call Center Performance Management

Measuring An Organization's 3 Ps: People, Process and Product

September 5, 2022
0 minute read

Much has been written about the three Ps of business- people, process and product- as they amount to a fundamental foundation for every company. While data is critical for improvement and to enable leaders to make informed decisions for the betterment of the business, measuring the three Ps with quantitative data has historically been a challenge.

With new tools embracing artificial intelligence and automation, it is now possible to progress from a qualitative view of the three Ps and transform them into quantitative, measurable areas. This allows business leaders to evaluate a brand’s quality, or even a customer experience agent’s performance, by taking a data-driven approach.

Read on as we explore some of the measurable data available for the three Ps, and how organizations might exploit that data.

Product data

Swimming in a sea of product options, customers can afford to be selective. That’s why best-in-class companies focus on product quality to drive user satisfaction and business outcomes by understanding what their customers are saying. The Voice of the Customer is everywhere, from reviews in the App Store or on Google Play, incident response tickets in Jira, and social media interactions on Twitter or Reddit.

With this feedback, organizations can understand what features customers enjoy, what they find hard to use, and what bugs should be prioritized or included in long-term roadmap strategies.

However, parsing and tagging feedback is time consuming, as without automation or artificial intelligence teams are left to manually sift through siloed sources to try and identify trends, and at the end of the day are still lacking a 360° quantitative view that can be shared with the rest of the business.

By incorporating supervised machine learning and artificial intelligence models, unitQ is able to take your user’s qualitative feedback and automatically consolidate, translate, and categorize it into real-time data that is actionable and more importantly, measurable – the unitQ Score.

Incorporating a score into how your organization evaluates your product’s quality means a quantified, data-driven approach can be taken to evaluate improvements, strategize on future updates, and even visualize how you measure up against the competition, all in real-time. 

People and process data

Even with a top tier product, maintaining a process and customer experience via the people on the front lines is critical to brand loyalty. When consumers have a negative customer service experience, they not only tell others, but often switch to competitors, and may do so without telling the brand about the bad experience, leaving CX leadership in the dark.

While CSAT and NPS tell part of the story, each lacks a key element of quantitative data – being actionable – as they do not offer sufficient clues for how to make measurable improvements.

Much like a unitQ Score should be used to effectively and efficiently measure product quality, a Quality Assurance (QA) Score is used to measure agent performance, customer support effectiveness, and can help improve customer experiences.

Having customized scorecards as part of your quality assurance program is crucial. Customized scorecards allow you to gain the information and strategic insights your agents need to perform. Relying on spreadsheets lacking scalability means time wasted on manual and repetitive tasks, which can lead to ineffective agent coaching sessions.

A quality assurance platform like MaestroQA provides unfiltered visibility into what's happening with your agents, customers, CX processes, and business.

Combining the three Ps

Evaluating quality by leveraging quantifiable user feedback data from unitQ and customer experience data from MaestroQA gives CX and leadership a complete picture about how they are interacting with their customers, as well as what customers are saying about product capabilities, features, and performance. 

This amounts to a goldmine of actionable insights about the quality of your people, process, and product to take your business to the next level.

If you're looking for an easy way to run a quality assurance program and track and improve your QA scores, sign up for a demo of MaestroQA today!

unitQ helps brands harness user feedback to improve product quality, increase app store ratings, reduce churn and enhance brand loyalty. Request a demo today!

Previous Article

Mastering Customer Interactions in the Age of DSAT

The Essential Guide to Chatbot Quality Assurance: Ensuring Excellence in Every Interaction

Navigating AI Implementation Strategy in Customer Experience: Risks and Strategies

Elevating Call Center Performance with Six Sigma and MaestroQA

Elevating Business Excellence Through Non-Customer-Facing QA: A Strategic Imperative

Elevating Trust and Safety through QA: How TaskRabbit Sets the Standard

Unlocking Superior CX: The Bombas Blueprint for Quality and Coaching

Unleashing the Power of Customer Conversations: Top 6 Tech Trends Revealed at the CX Summit

Important Factors to Consider when Exploring Sentiment Analysis in Customer Support QA: A CX Community Discussion

Agent Empowerment: 5 Tactics for Customer Retention from Industry Leaders

Mastering Agent Onboarding: Quality Assurance Lessons from ClassPass

Driving Business Impact with Targeted QA: Insights from an Expert

The Transformation of QA: Driving Business Results - Key Takeaways from MaestroQA’s CX Summit

How Angi Unlocked Growth and Continuous Improvement with QA

De-Villainizing QA Scorecards with Hims & Hers Customer Service

How to Revamp QA Scorecards for Enhanced Quality Assurance

The Art of Outsourcing Customer Support: Lessons from Stitch Fix's BPO Partnership

Writing the Auto QA Playbook & Transforming Customer Support

Advancing Customer Service Metrics with AI Classifiers

MaestroQA Named One of Comparably’s 2023 Best Workplaces in New York for the Second Consecutive Year

How to Maximize Call Center & BPO Performance | MaestroQA

MaestroQA Named on Comparably’s Best Workplaces in New York

CX Strategy: The Future of AI in Quality Assurance

Elevating Customer Satisfaction with Visibility & Coaching

Champion-Challenger Model: Improve Customer Service In BPOs

5 Key Strategies to Supercharge Your BPO Partnership

How Customers Collaborate with Their BPO Partners Today

Kick Start Your Customer Service BPO Partnership Successfully

BPO Call Centers: Best Practices for Quality Assurance

Empathy in Customer Service: Everything You Need to Know

Call Calibration: What is It & What are the Benefits?

Increase QA Team Alignment with Call Calibration & GraderQA

Measuring An Organization's 3 Ps: People, Process and Product

How to Onboard Your Customer Service Team to a New QA Program

Average Handle Time (AHT): How to Calculate & Reduce It

Should You Have Dedicated Quality Assurance Specialists?

The Top 4 CX Books Recommended by Our QA Community

How Top eCommerce Brands Ensure Exceptional Customer Service in a Remote World

21 Key Customer Experience Definitions for QA Professionals

5 Key Components of a Remarkable Customer Service Experience

Customer Service Management 101: Everything You Need to Know

A Guide to Customer Service Quality Assurance Programs

The Ultimate Guide to Improving First Call Resolution (FCR)

The Key to Customer Service Coaching Is More Data (and Fewer Opinions)

How to Refresh Your Call Center Quality Monitoring Scorecard

How to Update Your QA Scorecard

The 9 Customer Service KPIs Needed To Improve CX

3 Ways to Test Your Call Center Quality Assurance Scorecard

Leveraging Customer Sentiment to Improve CX in Call Centers

This Is What an Effective Customer Service Coaching Session Looks Like

What is DSAT and 5 Steps to Improve It

Customer Experience Management and Quality Assurance Jobs

How Deeper CX Analytics Lead to Better CSAT | MaestroQA

Achieving Effortless Customer Experiences (CX) with QA

How to Create an Omnichannel Call Center Quality Assurance Scorecard

Beyond Low CSAT Scores: Finding the Root Cause of Poor CX

Customer Service Coaching 101: Improve Agent Performance

Build the Ultimate QA Scorecard Process for Email and Chat

MaestroQA's Aircall Integration: Bring Your Calls to Life

Call Center Quality Assurance with Zola and Peloton

Auto-Fail in Call Center QA: What It Means and When to Use It

Why Poor Agent Experiences Happen (and How to Fix Yours)

20 Call Center Coaching Tips to Boost Agent Performance

Why Getting Buy-in for Quality Assurance is Essential

Setting Up a Grading Cadence for Your QA Scorecard

How to Avoid Bad Customer Service as you Scale your Business

Building a New Call Center Quality Assurance Scorecard

What CX Leaders Need to Know About Ecommerce Industry Trends

Call Center Cost Per Call: How to Calculate & Reduce It

6 Tips to Automate Your Customer Service Management Process

Quality Assurance and Training with Seismic Learning & MaestroQA

11 Customer Service Training Ideas and Skills for Your Agents

The Past, Present, and Future of Quality Assurance

고객센터 품질관리를 위한 QA전문가가 꼭 필요할까요?

Improve CSAT Scores: Understanding Your Experience Blindspot

What CX Leaders Need to Know About Security and Compliance

Streamline Your Call Center's QA Program With 4 Key Features

How Customer Experience Teams Can Impact a Company's Brand

Customer Loyalty vs. Customer Retention: Which Matters More?

Empathy & Authenticity: Customer Service Skills to Improve CX

How High-Performing CX Teams Build Accountability

Five Questions to Jumpstart your QA Scorecard Research Process

How to Improve Call Center Agent Performance: 6 Key Tips

3 Ways to Improve Your CSAT Score through Quality Assurance

3 Strategies on How to Increase Customer Loyalty

A Guide to Net Promotor Score (NPS) for Customer Service

Reasons for Call Center Attrition Rate and How to Reduce It

Voice of the Customer (VOC): A Guide for Great CX Teams

What’s Really Behind Your CSAT Scores? Diving Deeper

How CX University Improves Brooklinen’s Agents Performance

Understanding Customer Effort Score (CES) & How to Measure It

Improving the Customer Experience with DSAT Scores

5 Tips for Customer Service Coaches in Call Centers

Your Most Important CX Metric Is Your QA Score - Here's Why

How Agents Can Make the Most of Customer Service Coaching

How to Grade Customer Service Calls

Why Top-Performing CX Teams Focus on Workforce Engagement

Improve Customer Satisfaction with a CX Quality Management Program

Customer Service Training and Quality Assurance – How Lessonly and MaestroQA Close the Loop

How to Calculate CX Quality Assurance Scores