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In Conversation with Dennie Carati
In Conversation with Dennie Carati
How WML Systematically Improves Customer Service Quality
Waterleiding Maatschappij Limburg (WML) supplies the Dutch province of Limburg with drinking water. To continuously improve customer service quality, WML has phone calls and emails regularly evaluated by moveXM.
Dennie Carati works, among other things, as a coach in customer service. In this interview, he talks about how WML uses the results for individual feedback, collaborative learning, and standardized quality assessment.
Regular Quality Measurement
For many years
Dennie: “For many years, we have been measuring the quality of our customer service phone calls and emails. To do this, we conduct two evaluations each year: one internally and one externally through moveXM.
Following the coaching, we select three representative emails and three calls for each employee. We submit these conveniently via the moveXM portal. They are then analyzed by moveXM.”
Regular Quality Measurement
For many years
Dennie: “For many years, we have been measuring the quality of our customer service phone calls and emails. To do this, we conduct two evaluations each year: one internally and one externally through moveXM.
Following the coaching, we select three representative emails and three calls for each employee. We submit these conveniently via the moveXM portal. They are then analyzed by moveXM.”
Regular Quality Measurement
For many years
Dennie: “For many years, we have been measuring the quality of our customer service phone calls and emails. To do this, we conduct two evaluations each year: one internally and one externally through moveXM.
Following the coaching, we select three representative emails and three calls for each employee. We submit these conveniently via the moveXM portal. They are then analyzed by moveXM.”
Individual Feedback and Coaching
“We discuss the results individually with our employees. We also exchange ideas about them as a team so that we can learn and develop further together.
It is particularly important to us that colleagues are self-motivated to work with the feedback. In the moveXM assessment, the results from previous years are also visible. This makes it easy to see: Where have improvements been made, what has remained the same, and what can be made even better? We encourage employees to take responsibility themselves and to arrange additional coaching sessions if they would like more explanation.”
Individual Feedback and Coaching
“We discuss the results individually with our employees. We also exchange ideas about them as a team so that we can learn and develop further together.
It is particularly important to us that colleagues are self-motivated to work with the feedback. In the moveXM assessment, the results from previous years are also visible. This makes it easy to see: Where have improvements been made, what has remained the same, and what can be made even better? We encourage employees to take responsibility themselves and to arrange additional coaching sessions if they would like more explanation.”
Individual Feedback and Coaching
“We discuss the results individually with our employees. We also exchange ideas about them as a team so that we can learn and develop further together.
It is particularly important to us that colleagues are self-motivated to work with the feedback. In the moveXM assessment, the results from previous years are also visible. This makes it easy to see: Where have improvements been made, what has remained the same, and what can be made even better? We encourage employees to take responsibility themselves and to arrange additional coaching sessions if they would like more explanation.”
Group Fitness Instructor Learning together from each other
Group Fitness Instructor Learning together from each other
Group Fitness Instructor Learning together from each other
Group Fitness Instructor Learning together from each other
“In addition to individual coaching, group coaching also plays an important role. We bring colleagues together who can learn from one another. For example, receivables management can learn a lot from employees in complaints handling – and vice versa.
In these sessions, employees first reflect on their own case: What went well, what could be improved? After that, colleagues provide feedback. This is how we strengthen quality awareness and continuously improve.”
Feedback as a Learning Tool
Enthusiasm and Challenges
“To be completely honest: it took a while for our employees to be convinced of the objective quality measurement provided by moveXM. At first, for some, it felt like an exam.
That is why we made it clear that the results serve exclusively for further development – not for monitoring or as a basis for negative personnel decisions. We were able to overcome this hurdle quickly. However, another challenge remained: the objectivity of the ratings.”
Feedback as a Learning Tool
Enthusiasm and Challenges
“To be completely honest: it took a while for our employees to be convinced of the objective quality measurement provided by moveXM. At first, for some, it felt like an exam.
That is why we made it clear that the results serve exclusively for further development – not for monitoring or as a basis for negative personnel decisions. We were able to overcome this hurdle quickly. However, another challenge remained: the objectivity of the ratings.”
Feedback as a Learning Tool
Enthusiasm and Challenges
“To be completely honest: it took a while for our employees to be convinced of the objective quality measurement provided by moveXM. At first, for some, it felt like an exam.
That is why we made it clear that the results serve exclusively for further development – not for monitoring or as a basis for negative personnel decisions. We were able to overcome this hurdle quickly. However, another challenge remained: the objectivity of the ratings.”
Calibration sessions
Standardized Evaluation
“We have several internal coaches and therefore work closely with the auditors from moveXM.
As an internal coach, it is important to me that we provide consistent feedback and that our assessments align with those of moveXM. That is why we regularly conduct so-called calibration sessions. In these, we check whether we evaluate phone calls and emails according to the same standards. This avoids discussions and ensures consistent ratings. These sessions are also valuable because we critically question the evaluation criteria together and sometimes decide to do things differently.”
"An example of something we approach differently now is the measurement and evaluation of the different departments. Take the accounts receivable department. When people have to call multiple times about an outstanding invoice, you can't expect the same level of empathy as you would from a customer calling with a complaint. So, this type of evaluation is now handled differently."
Dennie Carati
Customer Service Coach at WML
"An example of something we approach differently now is the measurement and evaluation of the different departments. Take the accounts receivable department. When people have to call multiple times about an outstanding invoice, you can't expect the same level of empathy as you would from a customer calling with a complaint. So, this type of evaluation is now handled differently."
Dennie Carati
Customer Service Coach at WML
"An example of something we approach differently now is the measurement and evaluation of the different departments. Take the accounts receivable department. When people have to call multiple times about an outstanding invoice, you can't expect the same level of empathy as you would from a customer calling with a complaint. So, this type of evaluation is now handled differently."
Dennie Carati
Customer Service Coach at WML
Calibration sessions
Uniform Assessment
“We have several internal coaches and therefore work closely with the auditors from moveXM.
As an internal coach, it is important to me that we provide consistent feedback and that our assessments align with those of moveXM. That is why we regularly conduct so-called calibration sessions. In these, we check whether we evaluate phone calls and emails according to the same standards. This avoids discussions and ensures consistent ratings. These sessions are also valuable because we critically question the evaluation criteria together and sometimes decide to do things differently.”
Calibration sessions
Uniform Assessment
“We have several internal coaches and therefore work closely with the auditors from moveXM.
As an internal coach, it is important to me that we provide consistent feedback and that our assessments align with those of moveXM. That is why we regularly conduct so-called calibration sessions. In these, we check whether we evaluate phone calls and emails according to the same standards. This avoids discussions and ensures consistent ratings. These sessions are also valuable because we critically question the evaluation criteria together and sometimes decide to do things differently.”
Calibration sessions
Uniform Assessment
“We have several internal coaches and therefore work closely with the auditors from moveXM.
As an internal coach, it is important to me that we provide consistent feedback and that our assessments align with those of moveXM. That is why we regularly conduct so-called calibration sessions. In these, we check whether we evaluate phone calls and emails according to the same standards. This avoids discussions and ensures consistent ratings. These sessions are also valuable because we critically question the evaluation criteria together and sometimes decide to do things differently.”
Calibration sessions
Different Departments
“An example of this is the evaluation of the various departments, which we now handle differently.
Take receivables management: if employees have to repeatedly contact someone about an unpaid invoice, different conversation management requirements apply than with a customer who calls with a complaint. We now take this difference into account in the evaluation.”
Dennie Carati –
Customer Service Coach at WML
Calibration sessions
Different Departments
“An example of this is the evaluation of the various departments, which we now handle differently.
Take receivables management: if employees have to repeatedly contact someone about an unpaid invoice, different conversation management requirements apply than with a customer who calls with a complaint. We now take this difference into account in the evaluation.”
Dennie Carati –
Customer Service Coach at WML
Calibration sessions
Different Departments
“An example of this is the evaluation of the various departments, which we now handle differently.
Take receivables management: if employees have to repeatedly contact someone about an unpaid invoice, different conversation management requirements apply than with a customer who calls with a complaint. We now take this difference into account in the evaluation.”
Dennie Carati –
Customer Service Coach at WML
Working with moveXM
“I am very pleased with our collaboration with moveXM. Our account manager and the auditors are easily accessible and respond quickly to questions. The portal makes it easy for us to submit documents and access results. Over the course of working together, we also realized how important it is to align our communication and our respective needs. That is how the calibration sessions came about. moveXM is naturally an expert in measuring and evaluating service quality. However, for us as a drinking water supplier, it is just as important to maintain our own identity. We want to be able to bring in our perspective and help shape the direction. moveXM respects that; we have established clear agreements on this. In this way, we challenge each other, remain recognizable as WML in our external communications, and uphold quality standards at the same time. A true win-win-win situation!”
Dennie Carati
Customer Service Representative Coach at WML
“I am very pleased with our collaboration with moveXM. Our account manager and the auditors are easily accessible and respond quickly to questions. The portal makes it easy for us to submit documents and access results. Over the course of working together, we also realized how important it is to align our communication and our respective needs. That is how the calibration sessions came about. moveXM is naturally an expert in measuring and evaluating service quality. However, for us as a drinking water supplier, it is just as important to maintain our own identity. We want to be able to bring in our perspective and help shape the direction. moveXM respects that; we have established clear agreements on this. In this way, we challenge each other, remain recognizable as WML in our external communications, and uphold quality standards at the same time. A true win-win-win situation!”
Dennie Carati
Customer Service Representative Coach at WML
“I am very pleased with our collaboration with moveXM. Our account manager and the auditors are easily accessible and respond quickly to questions. The portal makes it easy for us to submit documents and access results. Over the course of working together, we also realized how important it is to align our communication and our respective needs. That is how the calibration sessions came about. moveXM is naturally an expert in measuring and evaluating service quality. However, for us as a drinking water supplier, it is just as important to maintain our own identity. We want to be able to bring in our perspective and help shape the direction. moveXM respects that; we have established clear agreements on this. In this way, we challenge each other, remain recognizable as WML in our external communications, and uphold quality standards at the same time. A true win-win-win situation!”
Dennie Carati
Customer Service Representative Coach at WML
About WML
WML produces and supplies drinking water in the Dutch province of Limburg. Every day, the company ensures the supply of high-quality drinking water, thereby contributing to public health and well-being in the region. Dennie Carati works as a customer service coach and as a coordinator in claims management.
Want to know more?
Would you, like WML, also like to get started with the quality of phone calls and emails?
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in Europe
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in Europe
Certified data security
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Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH. moveXM is a registered trademark.
Want to know more?
Would you, like WML, also like to get started with the quality of phone calls and emails?
Then read more about our Quality & Accessibility solution.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH. moveXM is a registered trademark.
Want to know more?
Would you, like WML, also like to get started with the quality of phone calls and emails?
Then read more about our Quality & Accessibility solution.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH.
moveXM is a registered trademark.
Want to know more?
Would you, like WML, also like to get started with the quality of phone calls and emails?
Then read more about our Quality & Accessibility solution.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH.
moveXM is a registered trademark.
Want to know more?
Would you, like WML, also like to get started with the quality of phone calls and emails?
Then read more about our Quality & Accessibility solution.
Newsletter
Hosted & Made
in Europe
Data storage
in Europe
Certified data security
ISO 27001
Certified Quality Management
ISO 9001:2015
© 2026 moveXM GmbH.
moveXM is a registered trademark.