Call Centre QA - Debra De Graaf

1,606 views

Published on

Quality Assurance in contact centres

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,606
On SlideShare
0
From Embeds
0
Number of Embeds
337
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Call Centre QA - Debra De Graaf

  1. 1. Moving the mountain.....Moving the mountain.....
  2. 2. My assumptionsMy assumptions  Solid sales practicesSolid sales practices  Disciplined sales forceDisciplined sales force  Formalized QA process – wellFormalized QA process – well documented and understooddocumented and understood  Compliant – TQM – DMA -Compliant – TQM – DMA - GovernanceGovernance  Measured deliveryMeasured delivery  Good CoachingGood Coaching  The Customers voice matteredThe Customers voice mattered
  3. 3. Reality Check!Reality Check!
  4. 4. The realityThe reality  Change management did not existChange management did not exist  Team leaders vs. Sales ManagersTeam leaders vs. Sales Managers  Hands off QA focusHands off QA focus  Secondary focus on complianceSecondary focus on compliance  Minimal focus on making qualityMinimal focus on making quality salessales  Brand loyalty – what’s that?Brand loyalty – what’s that?  Commission structure - not alignedCommission structure - not aligned to the delivery of a quality saleto the delivery of a quality sale
  5. 5. Challenges – not uncommonChallenges – not uncommon to other contact centresto other contact centres  Hands off QA processHands off QA process  Scare tacticsScare tactics  Large staff turnoverLarge staff turnover  Compliance the “C” wordCompliance the “C” word  Remuneration model – fear lossRemuneration model – fear loss of incomeof income
  6. 6. ObjectiveObjective  Fresh approachFresh approach  Positive, enabling and simple QAPositive, enabling and simple QA process owned by the salesprocess owned by the sales consultant and his/her manager.consultant and his/her manager.  External calibration – BYCExternal calibration – BYC  Credibility to the processCredibility to the process  Compliance to legislationCompliance to legislation  Coaching techniques to aid theCoaching techniques to aid the improvementimprovement
  7. 7. The solution we opted forThe solution we opted for  TechnologyTechnology  Internal –QniqueInternal –Qnique  External – AquaExternal – Aqua  Customer voice – Talking TechCustomer voice – Talking Tech  ProcessProcess  Strategically developed and implemented QAStrategically developed and implemented QA across all areas incorporating BYCacross all areas incorporating BYC  Gained buy-inGained buy-in  Gained consistent understandingGained consistent understanding  Managed the implementationManaged the implementation  Managed changeManaged change  Completed roll out processCompleted roll out process  MeasurementMeasurement  Coaching – formal improvement programmesCoaching – formal improvement programmes
  8. 8.  PeoplePeople  Change management - ownershipChange management - ownership  RemunerationRemuneration  RecognitionRecognition
  9. 9. InsightsInsights  Mind the gap – the newMind the gap – the new generation impactsgeneration impacts  Teach me to manage myselfTeach me to manage myself
  10. 10. OutcomeOutcome
  11. 11. Successes so far........Successes so far........  Sales improvedSales improved  Customer index resultsCustomer index results improvedimproved  Retention of customer improvedRetention of customer improved  Skills of resources improvedSkills of resources improved  Enabled, empowered front lineEnabled, empowered front line  Ownership at middleOwnership at middle management levelmanagement level  Understanding at strategic levelUnderstanding at strategic level
  12. 12. Back to BYC.....Back to BYC.....

×