Tags |
|
|
Links |
|
|
Suggest You - Top Ten Tips For Implementing A Call Center Quality Monitoring Solution
Movies make a great past time. Millions of people enjoy movies for their pure value as entertainment devices. But how many people know that movies can teach some of the greatest business lessons possible.Study the business lessons inside some of the most popular movies and you can quickly grow the prospects of your business.Movie Business Lesson #1Star Wars. One of the most important business lessons in Star Wars is the ability to succeed against overwhelming odds through team work. Faced with a galaxy controlling Empire, Hans Solo, Luke, and Princess Leia Organa, us
Self-evaluation is often one of the most effective building blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what could be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provide input to Yankees GM Brian Cashman relativ
Sending a thank you letter or thank you email to a hiring manager is a great way to follow up after an interview to reiterate your interest in a job.It’s also a great way to help keep you top of mind in the eyes of the hiring manager. This can be especially important if the hiring manager is interviewing numerous people.Trust me, after interviewing several people, even hiring managers with great memories start getting candidates mixed up with one another so anything you can do to keep yourself top of mind can be a big benefit to you.Before sending a thank you letter o
o Benefits to agents
o Benefits to customers
o Benefits to company
It’s always good to start with an outline before rolling out something new. It’s like using a recipe before you cook. Not sure if that’s the best comparison, but you get the picture. Your outline is your blueprint for success.
2) Introduce the concept of quality monitoring well in advance and initiate tasks to empower agents to participate in the process
o The purpose of call quality monitoring is NOT to catch employees slacking off, but to help improve customer service and meet overall performance metrics.
o Employees can help define the quality assurance metrics and play a significant role in continuous performance improvement
Always use the word “we” when addressing your employees. Make sure they know that you’re on the same side and that this implementation will benefit everyone in the company – you aren’t trying to catch someone playing solitaire or visiting illicit web sites.
3) Reiterate company customer service goals
o Customers are the ones who actually pay salaries and wages
o It is often much easier to retain customers than get new ones
o Treat all co-workers as customers and good habits will form
This should hardly be done only for purposes of the call monitoring implementation, but should be reiterated often. The most successful companies in the world are the ones with the strongest customer service beliefs, unless of course, you count organized crime.
4) Create a “team” atmosphere for your agents
o Set up a team recognition and rewards program
o Highlight stellar service examples via internal emails and newsletter articles/photos
o Sub-teams should be formed to make task management easier
Is it any wonder why basketball teams full of confident role players (2003-2004 Detroit Pistons) always overachieve while collections of individuals seem to fail (2005-2006 New York Knicks)?
5) Make sure the Telephony and IT sub-teams know their roles and responsibilities in carrying out their end of the plan
o All part of the same larger team along with the agents, managers and supervisors
o Create detailed project plans for each sub-team
If your IT and Telecom teams are uninformed about a new implementation, and they find out about it just as the call recording servers are rolled in to the data center, there may be unforeseen complexities that could have been prevented unnecessary problems.
6) Educate your call center agents on their sub-team’s specific quality improvement goals
o Increase upsells
o Increase saves
o Increase new sales
o Call time to resolution
o Caller time on hold
o Ask them for other ideas
“Our common goals are to increase upsells by 40% over the next two quarters. We believe we can accomplish this by focusing on improving our customer service techniques in the call center.”
7) Include agents in coming up with evaluation criteria and forms
o once the metrics are defined, your agents can help you define evaluation criteria, in essence, creating the forms
Self-evaluation is often one of the most effective building blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what could be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provide input to Yankees GM Brian Cashman relativ
Ok, so next to the taxman, your company payroll department might well be the most criticised people on the planet. Of course, when your pay is accurate and on time then you love the payroll people with a passion but when things go wrong it is a completely different matter. Rightly or not the payroll professionals come in for an awful lot of abuse if your pay is not perfect.I have had experience of working in a payroll department, in fact, I WAS the payroll department so I am going to put forward a few ways that you can help your payroll department perform their job more efficiently
Always use the word “we” when addressing your employees. Make sure they know that you’re on the same side and that this implementation will benefit everyone in the company – you aren’t trying to catch someone playing solitaire or visiting illicit web sites.
3) Reiterate company customer service goals
o Customers are the ones who actually pay salaries and wages
o It is often much easier to retain customers than get new ones
o Treat all co-workers as customers and good habits will form
This should hardly be done only for purposes of the call monitoring implementation, but should be reiterated often. The most successful companies in the world are the ones with the strongest customer service beliefs, unless of course, you count organized crime.
4) Create a “team” atmosphere for your agents
o Set up a team recognition and rewards program
o Highlight stellar service examples via internal emails and newsletter articles/photos
o Sub-teams should be formed to make task management easier
Is it any wonder why basketball teams full of confident role players (2003-2004 Detroit Pistons) always overachieve while collections of individuals seem to fail (2005-2006 New York Knicks)?
5) Make sure the Telephony and IT sub-teams know their roles and responsibilities in carrying out their end of the plan
o All part of the same larger team along with the agents, managers and supervisors
o Create detailed project plans for each sub-team
If your IT and Telecom teams are uninformed about a new implementation, and they find out about it just as the call recording servers are rolled in to the data center, there may be unforeseen complexities that could have been prevented unnecessary problems.
6) Educate your call center agents on their sub-team’s specific quality improvement goals
o Increase upsells
o Increase saves
o Increase new sales
o Call time to resolution
o Caller time on hold
o Ask them for other ideas
“Our common goals are to increase upsells by 40% over the next two quarters. We believe we can accomplish this by focusing on improving our customer service techniques in the call center.”
7) Include agents in coming up with evaluation criteria and forms
o once the metrics are defined, your agents can help you define evaluation criteria, in essence, creating the forms
Self-evaluation is often one of the most effective building blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what could be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provide input to Yankees GM Brian Cashman relativ
How often is the Sales team on one side of an organization while Service is on the other?How often does this ‘divide’ lead to the loss of possible sales, more tension between the groups, and negative service experiences and perceptions for the customer?At one high-end European car dealer, the physical separation between Sales and Service was so thick, they called it the Berlin Wall.It doesn’t need to be this way!In a bold effort to bring these groups together, the car dealer tore down the physical wall separating Service from Sales.The sales staff were c
4) Create a “team” atmosphere for your agents
o Set up a team recognition and rewards program
o Highlight stellar service examples via internal emails and newsletter articles/photos
o Sub-teams should be formed to make task management easier
Is it any wonder why basketball teams full of confident role players (2003-2004 Detroit Pistons) always overachieve while collections of individuals seem to fail (2005-2006 New York Knicks)?
5) Make sure the Telephony and IT sub-teams know their roles and responsibilities in carrying out their end of the plan
o All part of the same larger team along with the agents, managers and supervisors
o Create detailed project plans for each sub-team
If your IT and Telecom teams are uninformed about a new implementation, and they find out about it just as the call recording servers are rolled in to the data center, there may be unforeseen complexities that could have been prevented unnecessary problems.
6) Educate your call center agents on their sub-team’s specific quality improvement goals
o Increase upsells
o Increase saves
o Increase new sales
o Call time to resolution
o Caller time on hold
o Ask them for other ideas
“Our common goals are to increase upsells by 40% over the next two quarters. We believe we can accomplish this by focusing on improving our customer service techniques in the call center.”
7) Include agents in coming up with evaluation criteria and forms
o once the metrics are defined, your agents can help you define evaluation criteria, in essence, creating the forms
Self-evaluation is often one of the most effective building blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what could be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provide input to Yankees GM Brian Cashman relativ
Information Technology and the move to a computerized infrastructure model are bringing great changes to many industries. Often it is the CIO of the company who escort this fundamental shift in the business revenue stream. Leading others through modernization, revolutionize and transformation means you must be able to make changes yourself.Forget about asking whether technology drives business or business drives technology. Stop perturbing about whether or not technology is strategic. Silence all the confusions about how advance this technology is to that technology. In technology,
If your IT and Telecom teams are uninformed about a new implementation, and they find out about it just as the call recording servers are rolled in to the data center, there may be unforeseen complexities that could have been prevented unnecessary problems.
6) Educate your call center agents on their sub-team’s specific quality improvement goals
o Increase upsells
o Increase saves
o Increase new sales
o Call time to resolution
o Caller time on hold
o Ask them for other ideas
“Our common goals are to increase upsells by 40% over the next two quarters. We believe we can accomplish this by focusing on improving our customer service techniques in the call center.”
7) Include agents in coming up with evaluation criteria and forms
o once the metrics are defined, your agents can help you define evaluation criteria, in essence, creating the forms
Self-evaluation is often one of the most effective building blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what could be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provide input to Yankees GM Brian Cashman relativ
Some people have a very skewed view of the world and condemn Wal-Mart for the incredible rise to power. You see, Wal-Mart is a great American Company and Sam Walton was a brilliant man, with vision, intelligence and passion for excellence. I would be proud to be a Wal-Mart Greeter in my retirement in his honor.Wal-Mart is the distribution system for the United States of America and those nations Wal-Mart moves into will be well served by over 212,000 skews and choice and low prices, Consumer Choice, freedom and variety. Wal-Mart is a wonderful example of what Free-Enterprise can do
Self-evaluation is often one of the most effective building blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what could be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provide input to Yankees GM Brian Cashman relative to personnel additions, potential team chemistry issues, etc. Their input is invaluable because they are out there everyday in the trenches, just like their call center agent counterparts.
9) Throw a great kick off party
o Announce weekly performance goals and prizes
o At the party, allow your agents to evaluate supervisors’ calls
Every great party needs a contest with fun prizes. Give the best evaluations a cool gift, such as a Starbucks card or Ebay gift certificate.
10) Schedule a benchmarking session with another call center that has been quality monitoring for over a year and seen improvements
o Exchange discoveries, stats, tips
Not only would this be a fun exercise, but watch people relate as they realize common issues in their everyday jobs – and watch them bond as they solve these problems….then watch your company’s customer service goals be accomplished.
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.suggestyou.com/article/15377/suggestyou-Top-Ten-Tips-For-Implementing-A-Call-Center-Quality-Monitoring-Solution.html">Top Ten Tips For Implementing A Call Center Quality Monitoring Solution</a>
BB link (for phorums):
[url=http://www.suggestyou.com/article/15377/suggestyou-Top-Ten-Tips-For-Implementing-A-Call-Center-Quality-Monitoring-Solution.html]Top Ten Tips For Implementing A Call Center Quality Monitoring Solution[/url]
Related Articles:
Get Well Corporate Gift Baskets
Employee Time Clock And Restaurant Point of Sale Systems - A Perfect Marriage
Fire Your Boss: Work For You Instead
Bookmark it:
|