Quality Customer Service
  in the Call Center Environment
What happens when you dial that 1-800 number?




              ...
A Brief Exercise


 • Please discuss with a person sitting next to you:

    – A recent toll free call you made where you ...
In the “Old Days” Getting Help Was Easy




         Back in the early years of customer support, calling for
         hel...
Example of Workforce Demands

          Volume         Wait Expectation    Solution
30 calls per week          No concern ...
Now, It’s a Little More Complicated




                                         Quality3 Customer Service             5
 ...
Actually, It’s Much More Complicated




                                          Quality3 Customer Service             6...
Example Points of Failure

          Potential Failure Point                  Process

        Right Person               ...
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Quality Customer Service

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Presentation from Ted Nardin, President, Quality3 and Ray Quiñones, Vice President and Six Sigma Black Belt, Quality3 on
Quality Customer Service in the Call Center Environment. Presentation made to the Tampa/St Petersburg section of ASQ on Feb 9, 2009

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Quality Customer Service

  1. 1. Quality Customer Service in the Call Center Environment What happens when you dial that 1-800 number? Ray Quiñones & Ted Nardin February 9, 2009 Quality3 Customer Service 1 Quality3, LLC 2009 All Rights Reserved
  2. 2. A Brief Exercise • Please discuss with a person sitting next to you: – A recent toll free call you made where you received good customer service. This call made you feel good about doing business with this particular company. – A recent toll free call you made where you received less than desired service. This might have caused you to think twice about continuing business with this company. Quality3 Customer Service 2 Quality3, LLC 2009 All Rights Reserved
  3. 3. In the “Old Days” Getting Help Was Easy Back in the early years of customer support, calling for help was as easy as: • Identify your problem, • Call the person who sold you the product, • Ask your question, and • Get the answer and go on your way. Quality3 Customer Service 3 Quality3, LLC 2009 All Rights Reserved
  4. 4. Example of Workforce Demands Volume Wait Expectation Solution 30 calls per week No concern 1 Agent 12 hours, 5 days 30 calls per week Low Wait 3 Agents 12 hours, 5 days 30 calls per week Moderate Wait 15 Agents 24 hours, 7 days 1000 calls per week Moderate Wait 20 Agents 24 hours, 7 days 1000 calls per week Low Wait 30 Agents 24 hours, 7 days 10,000 calls per week Moderate Wait 65 Agents 24 hours, 7 days 250,000 calls per week Moderate Wait 8,000 Agents 24 hours, 7 days Quality3 Customer Service 4 Quality3, LLC 2009 All Rights Reserved
  5. 5. Now, It’s a Little More Complicated Quality3 Customer Service 5 Quality3, LLC 2009 All Rights Reserved
  6. 6. Actually, It’s Much More Complicated Quality3 Customer Service 6 Quality3, LLC 2009 All Rights Reserved
  7. 7. Example Points of Failure Potential Failure Point Process Right Person • Recruiting Practices • Selection Standards • Testing Validation In the Right Place • Skill Routing • Schedule Communication At the Right Time • Forecasting and Planning • Real Time Management With the Right Skills • Training • Coaching • Ongoing Learning • Employee Retention Solving Problems, • Workflow Processes Making Sales • Tools • Training Delighting Customers • Environment for Success • Caring, Work Pride • Defined Goals • Standard Measurements Quality3 Customer Service 7 Quality3, LLC 2009 All Rights Reserved

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