At this time of year there are plenty of new ideas being thrown around the boardroom; many requiring a process of setting up new systems, etc. but internal New Year’s resolutions don’t have to be complicated. One simple way that can create a big impact on bottom line and customer satisfaction is improving quality.
Here are 3 quick tips on improving quality by focusing on Agents;
Take suggestions from your call centre agents on ways to improve quality. After filtering through these test some on a number of agents and take action based on results. If it has had a positive impact keep it, if it hasn’t; review, tweak and retest. Before dumping a suggestion entirely make sure you understand the reasoning behind it.
Champion a high scoring agent: Interview the agent and ask them what they believe are the most important attributes for giving a high quality service to the customer. This can be promoted externally on social media channels and/or used internally on noticeboards, emails or training sessions. Ensure the agent is clearly profiled and outline exactly why they are highlighted.
Encourage peer-to-peer recognition by having an internal forum or ask agents to email instances when their colleagues have went above and beyond their call of duty. This can get agents engaging with co-workers to celebrate solving customer problems and may provoke a competitive environment for excellent customer service.
Improving Quality doesn’t always require an overhaul of your current system and making changes incrementally can instil a culture of kaizen (a Japanese philosophy of continuous improvement).
Like what you have read? Read other blogs in the series here focusing on reviewing competitors, relying on team leaders and looking at global quality leaders.
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This blog has been updated in July 2019
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