The document discusses various quality management concepts including quality, quality assurance, calibration, transaction monitoring, Kano model, first call resolution, and the relationship between customer satisfaction and quality. It defines these terms, explains their importance and provides examples. Quality is freedom from defects while quality assurance ensures expected quality. Calibration improves monitoring consistency. Transaction monitoring evaluates performance at individual and program levels. The Kano model categorizes attributes by their effect on satisfaction. First call resolution addresses issues the first time. Quality is a factor in but not the sole determinant of customer satisfaction.
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
For more than two decades, the outsourcing industry has consistently addressed critical business needs such as
cost reductions and efficiency improvements. Outsourcing services have also empowered businesses to focus
more on their revenue generation processes such as production, sales and business expansion. However,
expectations have increased dramatically over the last few years and businesses now demand a lot more from
their outsourcing partners. Due to rising competition, new desirables such as quality improvements, customer
satisfaction maximization, process value-additions and effective management of SLAs, have been added to the list.
These are the primary reasons that have made it necessary for outsourcing firms to provide enhanced quality
assurance for outsourced projects.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
21 Best Practices for Effective Call Quality MonitoringTentacle Cloud
The quality of the call has a direct impact on the customer experience. Many companies do not even have any idea how the quality of the calls is affecting their bottom line. This results in customers getting irritated and chances are they might not come back to you.
www.tentaclecloud.com/signup.php
For more than two decades, the outsourcing industry has consistently addressed critical business needs such as
cost reductions and efficiency improvements. Outsourcing services have also empowered businesses to focus
more on their revenue generation processes such as production, sales and business expansion. However,
expectations have increased dramatically over the last few years and businesses now demand a lot more from
their outsourcing partners. Due to rising competition, new desirables such as quality improvements, customer
satisfaction maximization, process value-additions and effective management of SLAs, have been added to the list.
These are the primary reasons that have made it necessary for outsourcing firms to provide enhanced quality
assurance for outsourced projects.
Customer Service Call Center Benchmark StudyChris Scafario
This presentation highlights some best practice players in the world of customer service and call center management; from first time resolution to order up sells. It also goes on to perform a rather organizationally specific gap analysis complete with actions steps designed to support a journey of continuous improvement.
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
Quality Assurance and Quality Control - Areas of ImprovementImran Jamil
A brief presentation, focusing on the improvement areas of Quality Assurance and Quality Control in an organization. The presentation also discusses about some of the myths about quality.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Quality Management System PowerPoint Presentation Slide SlideTeam
Quality management systems are required in all areas of business activity, regardless of the size of the institution. Keeping this in mind our quality management system PPT slideshow has been crafted consisting of various quality management templates and can be customized as per your business requirements as the slides are fully editable. Using this quality management PowerPoint deck can be helpful for all your marketing and business-related presentations and can help in attracting the attention of your audience. Quality management systems provide a structure for doing things properly, efficiently and effectively. They aid both short- and long-term strategies to help a business run smoothly, whatever the size of the business. By incorporating our quality management system presentation template, you can review the operations, products and services of a business - with the objective to identify areas that may require quality improvement. Download the fruitful template now. To improve the business visibility and growth rate, describe your business quality management system with a professional theme with our privileged PPT design on quality management system PowerPoint Presentation slides. Using this PPT ensure that the quality structure of your business will be effectively analyzed and evaluated with them. With this informational quality management Presentation design, you can define its relevance, structure and the effectiveness of the same in the business framework. It will help your organization management to add the elements of improvement in the quality process. This quality management PPT layout can also be used for illustrating other essential business concepts like sales quality analysis, production quality analysis’s and many more. Further this PPT diagram represents various elements of TQM system for better understanding. Thus, download our ready-to-use quality management PowerPoint slideshow and check on the quality of the products and services with our PowerPoint slide. Emerge as the epicenter with our Quality Management System PowerPoint Presentation Slide. Be considered the hub of growth generating ideas.
[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations]
In today's competitive business landscape, customer-centricity stands as a pivotal strategy that organizations must adopt to thrive. This presentation delves into the core principles, mindset shifts, methods, and tools required to create a customer-centric culture that redefines how businesses interact with their most valuable asset - the customer. It guides participants through key stages, including:
- Introduction & Key Concepts: Unveiling the essence of customer-centricity, participants gain insights into its principles and its role as a driver for loyalty, advocacy, and market leadership. Understanding its alignment with organizational goals fosters a holistic perspective.
- Mindsets of Customer-Centricity: Shifting focus to the role of mindsets, participants explore how mindsets like empathy, customer advocacy, and adaptability empower teams to perceive challenges from a customer perspective. Contrasting traditional thinking with customer-centric approaches clarifies their impact on decisions and interactions.
- Methods & Tools: Equipping participants with essential tools for effective implementation, the presentation covers a range of approaches, from surveys and data analytics to Net Promoter Score (NPS) and customer journey mapping. Attendees grasp how these tools gather insights, identify pain points, and guide strategic enhancements.
- Design Thinking: Highlighting design thinking's intersection with customer-centricity, participants delve into empathy-driven innovation, ideation, and problem-solving.
- Evaluating & Improving Initiatives: Participants are guided through the final phase of evaluating and enhancing customer-centric initiatives. Measuring customer satisfaction, exploring continuous improvement frameworks, and strategies for employee engagement collectively elevate customer-centric culture and practices.
This presentation is thoughtfully designed to cater to a diverse audience, making it an ideal educational resource for a wide spectrum of individuals. Whether you're new to the concept of customer-centricity or an experienced practitioner seeking innovative approaches, this presentation provides valuable insights and best practices to strengthen and enhance customer-centric strategies within your organization.
LEARNING OBJECTIVES
1. Understand the fundamental principles and importance of customer-centricity.
2. Adopt customer-centric mindsets to drive business success.
3. Apply various methods and tools to implement customer-centric strategies.
4. Evaluate and improve customer-centric initiatives in your organization.
CONTENTS
1. Introduction and Key Concepts of Customer-Centricity.
2. Mindset of Customer-Centricity.
3. Methods and Tools for Customer-Centricity.
4. Design Thinking for Customer-Centricity.
5. Evaluating and Improving Customer-Centric Initiatives.
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
Quality Assurance and Quality Control - Areas of ImprovementImran Jamil
A brief presentation, focusing on the improvement areas of Quality Assurance and Quality Control in an organization. The presentation also discusses about some of the myths about quality.
The presentation discusses about Customer Focus, Customer Satisfaction, Customer Orientation, Customer Complaints and Customer Retention in relation with Total Quality Management.
Quality Management System PowerPoint Presentation Slide SlideTeam
Quality management systems are required in all areas of business activity, regardless of the size of the institution. Keeping this in mind our quality management system PPT slideshow has been crafted consisting of various quality management templates and can be customized as per your business requirements as the slides are fully editable. Using this quality management PowerPoint deck can be helpful for all your marketing and business-related presentations and can help in attracting the attention of your audience. Quality management systems provide a structure for doing things properly, efficiently and effectively. They aid both short- and long-term strategies to help a business run smoothly, whatever the size of the business. By incorporating our quality management system presentation template, you can review the operations, products and services of a business - with the objective to identify areas that may require quality improvement. Download the fruitful template now. To improve the business visibility and growth rate, describe your business quality management system with a professional theme with our privileged PPT design on quality management system PowerPoint Presentation slides. Using this PPT ensure that the quality structure of your business will be effectively analyzed and evaluated with them. With this informational quality management Presentation design, you can define its relevance, structure and the effectiveness of the same in the business framework. It will help your organization management to add the elements of improvement in the quality process. This quality management PPT layout can also be used for illustrating other essential business concepts like sales quality analysis, production quality analysis’s and many more. Further this PPT diagram represents various elements of TQM system for better understanding. Thus, download our ready-to-use quality management PowerPoint slideshow and check on the quality of the products and services with our PowerPoint slide. Emerge as the epicenter with our Quality Management System PowerPoint Presentation Slide. Be considered the hub of growth generating ideas.
[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations]
In today's competitive business landscape, customer-centricity stands as a pivotal strategy that organizations must adopt to thrive. This presentation delves into the core principles, mindset shifts, methods, and tools required to create a customer-centric culture that redefines how businesses interact with their most valuable asset - the customer. It guides participants through key stages, including:
- Introduction & Key Concepts: Unveiling the essence of customer-centricity, participants gain insights into its principles and its role as a driver for loyalty, advocacy, and market leadership. Understanding its alignment with organizational goals fosters a holistic perspective.
- Mindsets of Customer-Centricity: Shifting focus to the role of mindsets, participants explore how mindsets like empathy, customer advocacy, and adaptability empower teams to perceive challenges from a customer perspective. Contrasting traditional thinking with customer-centric approaches clarifies their impact on decisions and interactions.
- Methods & Tools: Equipping participants with essential tools for effective implementation, the presentation covers a range of approaches, from surveys and data analytics to Net Promoter Score (NPS) and customer journey mapping. Attendees grasp how these tools gather insights, identify pain points, and guide strategic enhancements.
- Design Thinking: Highlighting design thinking's intersection with customer-centricity, participants delve into empathy-driven innovation, ideation, and problem-solving.
- Evaluating & Improving Initiatives: Participants are guided through the final phase of evaluating and enhancing customer-centric initiatives. Measuring customer satisfaction, exploring continuous improvement frameworks, and strategies for employee engagement collectively elevate customer-centric culture and practices.
This presentation is thoughtfully designed to cater to a diverse audience, making it an ideal educational resource for a wide spectrum of individuals. Whether you're new to the concept of customer-centricity or an experienced practitioner seeking innovative approaches, this presentation provides valuable insights and best practices to strengthen and enhance customer-centric strategies within your organization.
LEARNING OBJECTIVES
1. Understand the fundamental principles and importance of customer-centricity.
2. Adopt customer-centric mindsets to drive business success.
3. Apply various methods and tools to implement customer-centric strategies.
4. Evaluate and improve customer-centric initiatives in your organization.
CONTENTS
1. Introduction and Key Concepts of Customer-Centricity.
2. Mindset of Customer-Centricity.
3. Methods and Tools for Customer-Centricity.
4. Design Thinking for Customer-Centricity.
5. Evaluating and Improving Customer-Centric Initiatives.
IARE - International Association of Reservation ExecutivesEtech
Presentation of Etech’s president, Matt Rocco, on implementing a successful quality monitoring program at 30th annual IARE conference in San Diego, CA.
1-Customer Service Operations ppt Material.pptxetebarkhmichale
o demonstrate why customer profiles matter, let’s look at a few examples:
For “Attitudes,” you might ask a customer whether they’re confident about financial matters. If their answer is “No,” that customer could potentially be a good candidate for financial advising services.
For “Personal Preferences,” you might ask a customer whether they prefer to handle customer service inquiries on their own, or if they appreciate a helping hand. If they prefer the former, you might recommend that they use your mobile banking application for self-service.
For “Milestones,” if your customer indicates that they were recently married, it might make sense to target them with a personalized marketing campaign offering low interest home loans.
You’ll notice that, in each of these examples, the customer’s preferences, values, and interests are treated as a top priority, and your bank is positioned to engage accordingly. That’s because a true customer-centric banking model not only helps financial institutions gain a 360-degree view of the customer and uncover valuable insights, it also represents a commitment to making customers feel as though their bank truly understands what they want and need.
Now that we’ve covered the basics of customer segmentation in banking, let’s take a minute to talk technology — after all, customer profiles don’t just build themselves. A customer relationship management (CRM) system gives banks a centralized database in which they can store customer data and develop customer profiles. By granting your employees access to this repository, you enable them to regularly update profiles with new information after each interaction and to use the information contained within a customer’s profile to provide more personalized service. Figures show that adding this kind of human touch to the customer experience benefits customers and employees alike: Among employees who report that customer-centricity is a key priority within their organization, 73% find their work meaningful.
Be Proactive With Predictive Analytics
Another way to pair strategy and technology for greater customer-centricity in banking is with predictive analytics. When accumulated over time, the data within a CRM system can be used to identify behavioral patterns and build predictive models that reveal valuable customer insights or operational inefficiencies. For example, if a customer has a documented history of visiting branch locations in person, they’re likely to do so again in the future. Although this is a relatively simplistic example of predictive analytics in action, it gets the basic point across.
For a more complex understanding of how predictive analytics can help you develop a more customer-centric approach in banking, let’s say you want to proactively look for ways to optimize how your call center handles customer inquiries. After analyzing call history data sets across different customer demographics — for example, Baby Boomers, Gen X,
Our research report delivers the results of our 9th annual research on call quality programs. The Ascent Group conducted research during the 2nd quarter of 2010 to better understand how companies are monitoring call quality and other customer transactions. We asked companies to share their call monitoring experiences to help us identify the practices that make or break a quality monitoring process. We also asked them to provide their plans moving forward as well as lessons learned along the way.
Detailed case studies featuring companies examine current monitoring practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to "big wins".
Companies who have implemented call quality programs have realized significant improvement in call quality, customer satisfaction, employee performance, and overall call center performance. How does your call quality program compare? This is an extract from the Ascent Group\\\'s annual call quality practices benchmarking research.
Building Blocks for a Successful QA ProgramCloudTask
Making sure your sales reps are performing at their peak is vital for any inbound sales team. That's why implementing a holistic quality assurance program will make sure your team is on track and reaching their goals consistently.
Check out our nine building blocks to creating a successful QA program for your inbound sales team in this SlideShare presentation.
Describe the quality improvement initiative and why it is important doc 16.docxintel-writers.com
A quality improvement initiative
refers to a systematic approach taken by organizations or institutions to enhance the quality and efficiency of their products, services, or processes.
It involves identifying areas for improvement, setting goals, implementing changes, and monitoring outcomes to ensure continuous improvement.
The importance of quality improvement initiatives lies in their ability to enhance customer satisfaction, increase operational efficiency, improve patient outcomes (in healthcare settings), and drive overall organizational success.
One key reason why quality improvement initiatives are important is their focus on meeting and exceeding customer expectations. By continuously evaluating and enhancing the quality of products or services, organizations can ensure customer satisfaction and loyalty. This can lead to increased customer retention, positive word-of-mouth referrals, and ultimately, improved business performance.
Quality improvement initiatives also help organizations optimize their operational processes. By identifying areas of inefficiency or waste, organizations can streamline operations, reduce costs, and improve productivity. This can result in better resource allocation, shorter cycle times, and increased profitability.
Oprah Winfrey: A Leader in Media, Philanthropy, and Empowerment | CIO Women M...CIOWomenMagazine
This person is none other than Oprah Winfrey, a highly influential figure whose impact extends beyond television. This article will delve into the remarkable life and lasting legacy of Oprah. Her story serves as a reminder of the importance of perseverance, compassion, and firm determination.
Artificial intelligence (AI) offers new opportunities to radically reinvent the way we do business. This study explores how CEOs and top decision makers around the world are responding to the transformative potential of AI.
Modern Database Management 12th Global Edition by Hoffer solution manual.docxssuserf63bd7
https://qidiantiku.com/solution-manual-for-modern-database-management-12th-global-edition-by-hoffer.shtml
name:Solution manual for Modern Database Management 12th Global Edition by Hoffer
Edition:12th Global Edition
author:by Hoffer
ISBN:ISBN 10: 0133544613 / ISBN 13: 9780133544619
type:solution manual
format:word/zip
All chapter include
Focusing on what leading database practitioners say are the most important aspects to database development, Modern Database Management presents sound pedagogy, and topics that are critical for the practical success of database professionals. The 12th Edition further facilitates learning with illustrations that clarify important concepts and new media resources that make some of the more challenging material more engaging. Also included are general updates and expanded material in the areas undergoing rapid change due to improved managerial practices, database design tools and methodologies, and database technology.
The Team Member and Guest Experience - Lead and Take Care of your restaurant team. They are the people closest to and delivering Hospitality to your paying Guests!
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2. What is meant by Quality?
What is meant by Quality
assurance?
What are the benefits of Quality
assurance programs?
What is meant by Calibration?
What is transaction monitoring ?
What does COPC say about
transaction monitoring regarding
the following
A. individual level.
B. program level.
C. entity level.
D. Quality benchmarks.
Describe a transaction
monitoring sheet.
What is Kano Model?
Differentiate between satisfiers
and non-satisfiers.
What is FCR and how can we
implement it in our environment?
Describe business, customer
critical and non-critical errors and
compliance error with examples.
What is the relation of Customer
satisfaction and Quality.
3. Quality is a measure of excellence or a state of being
free from defects, deficiencies and significant variations.
It is brought about by strict and consistent
commitment to certain standards that
achieve uniformity of a Information
in order to satisfy specific customer
or user requirements.
4. Assurance of quality encompasses a series of planned
steps necessary to provide businesses with confirmation
of expected quality from their products or services.
Today, most top-notch companies employ the services
of quality guarantee professionals to ensure that their
company continues to maintain high standards for all
their products and services.
5. 1. Clearly define top management's permanent commitment to ever
improving quality and productivity.
2. Improve agent productivity, by reducing the average handle time
of transactions .
3. Defining and documenting a quality policy and quality objectives
and ensuring that both the policy and objectives are understood
and implemented by all employees at all levels.
4. Ensuring that appropriate processes are implemented to fully
satisfy customer needs and expectations and Company
objectives.
5. Defining and documenting the responsibility, authority and
interrelation of key personnel managing the quality systems.
6. Providing adequate resources for implementing and maintaining
the quality systems.
7. Conducting scheduled management reviews of the quality
systems to assess their continued suitability, adequacy,
effectiveness and efficiency.
8. Deciding on actions for continual quality improvement.
6. Calibration is a process where all QA reviewers
discuss how to score various types of transactions
and it’s a way to uniformly rate agent
performance. It improves monitoring.
7. Helps develop effective QA evaluation forms.
Helps maintain an open dialogue between the QA team and
management.
Helps protect evaluators against being accused of favoritism.
Teaches QA reviewers how to apply evaluation criteria and
perform QA evaluations on a consistent basis.
Improves the consistency among everyone who monitors.
Keeps staff updated about changes to the program, scoring
criteria and the evaluation form, as the program evolves.
Enhances agent perception of the program’s credibility and
fairness.
Fosters collaboration and camaraderie among QA reviewers
Keeps supervisors well versed in how agents are being
evaluated and facilitates more effective coaching
8. An approach for monitoring transactions that
is designed to meet customer service
representative, client and end user
requirements and targets.
This approach must focus on two levels:
1. At the process level to identify and correct program-
level issues that cut across multiple CSSs.
2. At the CSS level to assess and improve the
performance of individual CSSs.
9. The act of monitoring telephone and screen activities to
ensure they are being handled in a desired fashion.
Quality monitoring may be accomplished via active, side-
by-side monitoring, or by remote, silent monitoring, and it’s
importance:
Deliver excellent CSAT results
Ensure the guidelines provided by the client is adhered to
Provide insights to the vendor on how we can work more efficiently
(reduce cycle time, cost of operations)
Provide feedback to the Training department helping them
continually improve the training content. 5. Plan for Remedial
Trainings
Provide feedback to the Management/HR on motivation level of the
agents
Provide feedback to the Clients on how they can improve their
product/services, adding value to the client's business and
10. The CSP must analyze monitoring results and take action
at the individual CSR level.
i. Each CSR must be
monitored on an on-going basis at least monthly
monitored at least once per week for at least their first month
on the job (for New CSRs)
ii. There must be
a clear performance threshold, e.g. pass/fail, which must at a
minimum, be based on the CSRs critical error accuracy
score. A CSR cannot pass monitoring if they fail critical error
accuracy.
a plan for communicating the findings of all transactions
monitored to staff, including both negative and positive
feedback. The plan must specify the time frame and the
format for delivering this feedback.
11. iii. CSRs who
pass transaction monitoring must receive the results of all
their.
fail a transaction monitoring must be i) individually (one-on-
one) coached on all transactions that do not meet target. ii)
Monitored more frequently in order to determine if the failure
is an isolated case or symptomatic of poor performance.
repeated fail transaction monitoring, corrective actions must
be implemented. The CSPs approach for corrective action
must provide for removing CSRs who repeatedly perform
critical errors from handling end-user transactions until
effective corrective action is taken.
12. CSP must analyse the monitoring results and take
action at the program level:
i. Establish monitoring frequency based on an
understanding of the statistical implication of it’s
sample size.
ii. Identify program level issues impacting
performance.
iii. Take action at the program level issues.
13. The company, organization or service operation applying, or
seeking certification to the COPC CSP standard.
An entity:
may service more than one client.
may be comprised of more than one customer contact
center (CCC) or customer service site.
Program:
Support provided for a specific product or service for a
specific client.
Defined based primarily on the client’s and the CSP’s
organization structures.
The more distinct the organization structure, the more likely
there will be multiple programs.
14. End-User Critical Error:
Target: 98% -(when measuring satisfiers only).
Target: 95% -(when measuring satisfiers and dis-
satisfiers).
Business Critical Error:
Target: 90%
Non-Critical Error:
There’s no benchmark for it.
Compliance Error:
Target: 99.5%
15. Transaction monitoring sheet includes:
four elements that agent is evaluated on the basis
1. End-user Critical
2. Compliance Critical
3. Business Critical
4. Non-critical
Agent, T.L, supervisor, person name who listen to the call
Customer data (name, phone no, order no)
Call (type, date, time, recorded, side by side, live)
Product type.
FCR
Reference, casual factors.
16. The Kano model is a theory of product development
and customer satisfaction developed in the 1980s by
Professor Noriaki Kano which classifies customer
preferences into five categories.
Based on how they are perceived by customers and
their effect on customer satisfaction.
Categories:
1. Attractive Quality.
2. One-dimensional Quality.
3. Must-be Quality.
4. Indifferent Quality.
5. Reverse Quality.
17. These attributes provide satisfaction when achieved
fully, but do not cause dissatisfaction when not fulfilled.
These are attributes that are not normally expected.
Example: a thermometer on a package of milk showing
the temperature of the milk. Since these types of
attributes of quality unexpectedly delight customers,
they are often unspoken.
18. These attributes result in satisfaction when fulfilled and
dissatisfaction when not fulfilled. These are attributes
that are spoken of and ones which companies compete
for.
Example: a milk package that is said to have ten
percent more milk for the same price will result in
customer satisfaction, but if it only contains six percent
then the customer will feel misled and it will lead to
dissatisfaction.
19. These attributes are taken for granted when fulfilled but
result in dissatisfaction when not fulfilled.
Example: package of milk that leaks. Customers are
dissatisfied when the package leaks, but when it does
not leak the result is not increased customer
satisfaction.
20. These attributes refer to aspects that are neither good
nor bad, and they do not result in either customer
satisfaction or customer dissatisfaction.
21. These attributes refer to a high degree of achievement
resulting in dissatisfaction and to the fact that not all
customers are alike.
Example: some customers prefer high-tech products,
while others prefer the basic model of a product and will
be dissatisfied if a product has too many extra features
like mobiles.
22. The Kano Model of Customer satisfaction divides
product attributes into three categories: threshold,
performance, and excitement.
23. 1. Performance Attributes
Performance attributes are those for which more is generally better,
and will improve cust satisfaction. Conversely, an absent or weak
performance attribute reduces cust satisfaction
2. Excitement Attributes
Excitement attributes are unspoken and unexpected by customers
but can result in high levels of customer satisfaction, however their
absence does not lead to dissatisfaction
3. Other Attributes
These attributes are often of little or no consequence to the
customer, and do not factor into consumer decisions.
4. Threshold Attributes
Threshold (or basic) attributes are the expected attributes or
“musts” of a product, and do not provide an opportunity for product
differentiation
24. Identify the Voice of the Customer
Translate Voice of the Customer into Critical to Quality
Characteristics (CTQs)
Rank the CTQs into three categories:
Dissatisfied - Must be’s – Cost of Entry
Satisfier – More is better – Competitive
Delighter – Latent Need – Differentiator
Evaluate Current Performance
25. Friendly
Empathy
Good communication
Explained the process
Professionalism
Resolve the issue
Accuracy
expertise of staff
Speed of answer
Friendless
Lack of empathy
Bad behavior
Inconsistency
Unfamiliarity with all the
information
Broken Promises
The problem is not
resolved.
Satisfiers Non-satisfiers
26. First call resolution (FCR)
is properly addressing the customer's need the first time
they call, thereby eliminating the need for the customer to
follow up with a second call. First call resolution is the
desire of every call center manager.
27. 1. Analysis the repeated calls.
2. Identify the reason like (wrong information, agent tools)
3. Find the root cause, then talk with the agents. The
answer may be obvious at this point.
4. Solve the issue that could cause the problem.
(Develop the applications, Could be training, could be
customer knowledge, could be system problem).
5. Follow every day percentage of repeated calls then
analysis the reason again of it (that cause of
something, we can develop of fix).
28. Anything from the customer perspective that
causes the transaction to be defective, such
as:
1. Behavior
Example: Speak in an aggressive manner with the
customer.
2. Guide and give complete and correct information
to customers
Example: give the customer wrong information
3. Data entry system with clear and accurate
information
29. Anything from the business perspective that
causes the transaction to be defective, such as:
1. The agent didn’t lead the call so he didn’t control the time of it
Example: Prolongation of the call.
2. Lack of commitment with the requirement script or texts in the
call.
Example: Explain a banded info to the customer or Say a technical
info. Not sure of it.
3. Negotiate with customers about company policies or service.
Example: Negotiate with the client about the company's procedures
4. Mention the name of the company wrong in opening or
Conclusion.
Example: Mentioned model of another brand
30. 1. Professionalism
Example: agent did not welcome the customer.
2. Avoid taking things personally and understand the
customer’s angry
Example: agent did not allow the client to express his
problem.
3. Effective listening
Example: ask the customer about information which
already explained before.
4. Review data
Example: : agent did not review the address of the
customer.
5. Controls the call well
Example: agent is hesitant and is confident of his
31. 6. Voice tone
Example: Agent’s voice tone is monotone.
7. Expressions and terminology
Example: Clarify the names of the programs
which are used.
8. Follow the right way of hold, transfer and
avoid silence
Example: agent didn’t ask permission to put the
cust. on hold.
9. Interaction with the customer
Example: agent didn’t apologize for the cust.
10. Showing a positive image of the company
Example: Inappropriate negotiate and useless
with the cust.
32. 11. Identify customer needs by using questions
help and reform through Telephone
Example: agent didn’t say the troubleshooting.
12. Opening and closing
Example: Opening incomplete.
13. Ask for additional help
Example: agent didn’t ask for extra help.
14. Customer data (Tel - area)
Example: agent didn’t ask for land number
33. Any action or statement that is against
prevailing regulations, Rules, laws and
confidentiality of data
Example: Disclosure of customer data
34. The results have indicated that the two constructs are
indeed independent but are closely related, implying
that an increase in one is likely to lead to an increase in
another.
Example: if there’s a high quality product but it’s price
so high so may be this would be a reason of customer
dissatisfaction.
We can say that quality is one of the factors causing
of customer satisfaction but not the only one.
Calibration requires considerable commitment to master and keep the process going. It may take hours of discussion and practice before your team can begin to score a transaction in a uniform way and once mastered.Every individual scores the same transactions and then scoring differences are identified.The reviewers then discuss the reasons for the differences and reach consensus.
It’s a sheet, evaluate the new comer one call per week , old agents one call per month
These classifications are useful for guiding design decisions in that they indicate when good is good enough, and when more is better
A competitive product meets basic attributes, maximizes performances attributes, and includes as many “excitement” attributes as possible at a cost the market can bear.
Example about Other Attributes :is a plate listing partnumbers can be found under the hood on many vehicles for use by repairpersons.Threshold: Increasing the performance of theseattributes provides diminishing returnsin terms of customer satisfaction,however the absence or poorperformance of these attributes results inextreme customer dissatisfaction. An example of a threshold attribute would bebrakes ona car.
All types of end-user transactions (eg. Calls, faxes, mail, web-based, email) are monitored