SDVOSB

Contact
Center
Quality Monitoring

NAICS Codes:
561422, 541611, 443142
SIC Codes: 7389, 8742, 5045
CAGE Code: 5S1N5
DUNS Number: 019076057
VA Information Page

Core Competency

Founded in 1999, we are a verified Service Disabled Veteran Owned Small Business that is committed to hiring veterans and Americans with disabilities and is a recognized industry leader in contact center monitoring and quality assurance program management.

J.Lodge improves contact center performance and identifies the root causes of customer service issues: Our lengthy track record of QA program success in the private sector gives us the tools and talent needed to raise the customer service standard of all varieties of government and military contact centers.

  • Remote Contact Monitoring – Inbound and outbound calls; chat, email and social media contact
  • Regulatory and Policy Compliance – Required language, customer privacy, fraud and abuse discovery
  • Speech Analytics and Quality Monitoring Software Customized to Client Needs

Past Results:

  • Contact Center Quality Assurance and Performance Management for a Fortune 50 Telecommunications Provider.
  • Sales Effectiveness and Regulatory Monitoring for America’s Largest Retail Electric Power Provider
  • Contact Center Quality Assurance Monitoring for the World’s Largest Consumer Goods Company

What Sets Us Apart

  • Our Workforce – We focus on employing college educated Americans and veterans with disabilities.
  • ROI – We highlight agent opportunities and the factors behind the customer issues and provide actionable feedback that lowers operating costs at call centers.
  • Results Focused Leadership – Our leadership team has over 50+ years of experience within the QA industry.

We understand that you take pride in providing a valuable resource to the people of this country, and we want to share that pride with the people you serve because the experience that citizens have when they interact with agencies such as yours directly shapes their perception of your agency and our government.