The third-quarter quality gures for the customer call center you manage have bee

Question

The third-quarter quality gures for the customer call center you manage have been posted. Although your numbers look good, you quickly notice that, compared to other call centers in the company, your ratings for customer service are below average. Given that part of your bonus is tied to these gures, you are obviously concerned and very motivated to x the problem. You call your counterparts in other call centers to see what they've been doing recently and to generate some ideas that might inuence customer service. One manager said she instituted a new game called "Answer the Call for Baseball,” where the top 10 customer service representatives get to take off work for a midday baseball game. Another manager in a successful call center has increased his monitoring of reps on the phone and is intervening immediately when a rep doesn't perform well. A third manager hasn't done much of anything innovative and said, "I guess my customers are easier to handle than yours.” You sit back in your chair, perplexed to say the least. What is the problem here? What other information would be useful? How would you begin to improve your customer service quality rating? Is the problem denitely with your reps, or could it be something else?

Explanation / Answer

As mentioned in the question itself, the problem could be with the representative or it can be anything else. And to find out actual problem manager need to listen to the calls of representatives. As I personally worked in the same industry for 6 months I know the importance of the quality of the calls. The tone of the representative, understanding of the product, ability to understand the caller's problem and suggesting proper solution could be few of the parameters to rate a particular call and eventually rate the representative. By rating few sample calls manager will understand what is the actual problem and reason of below average numbers.

Once manager correctly found out the reason, he can think of the potential solutions such as more training, supervision, Motivation or any other innovative idea. Manager can rate his representative individally and share the idea with his team and get best out of them.

Related Questions

Navigate

• Browse (All)
• Browse T
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.