June 11, 2008
Understanding “Improvement”
When I ask someone what they understand what the term ‘improvement’ means, I often get back the response “make it better and faster”. However, improvement needs to be defined up front, before the project starts in order to ensure that customer needs are met. As an example, a call center may want to improve their customer satisfaction rating — and this may mean that we need to slow down the customer interface process in order to improve customer perception of satisfaction. A customer will tell you that it’s annoying at best, and irritating or aggravating at worst, to be rushed off a call without having your questions answered in a way that you understand; by instructing customer service representatives to slow down, actively listen to the customer and respond accordingly, and query for any other concerns prior to terminating the call, customer satisfaction can often be improved. This does not mean “better and faster” in this case; it only means “better”.
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John Fischer said,
June 24, 2008 @ 2:48 pm
My company recently decided to change our QA monitoring process. We were scoring each call monitored and had metrics set up. Now, we’ve dumped the scoring system and are focusing on customer expectations and experience. We’re doing more side by side monitoring and coaching. The agents love it too. I wonder how many other call centers have made this change?
admin said,
June 24, 2008 @ 3:24 pm
Hi John,
That sounds great - can you give us an idea of what that now looks like? What are you looking for (good and bad) in order to gauge customer experience and expectations?
Mary