QA Guidelines was laid down by the Corporate office for the agents to adhere to correct phone etiquette and call handling. Basing on my experience, it is hard to master the guidelines. There are good calls. There are bad calls. The QA guidelines is like a Christian dogma. Whether you like it or not, agents must follow what was set forth to get high QA score. The target is 100%. I always told myself when I was an agent: "What was the use of getting 100% Miami score when we cannot provide customer satisfaction, when we cannot give appropriate resolution to frustrated customers?" This question has been boggling me until I stepped into the wing of Quality. No matter what it takes, we have to follow the mantra of quality. Not only that but the semantics in quality. Several ideas and approaches have been introduced that redound for Quaflon Cebu to be number one call center in all Tracfone call centers worldwide. This is a big accomplishment for being on the top for 2 years. . I could see Janyvie, Michelle, Dennis & other QA supervisors wangling and wrestling to maintain high score for the center. The only lacking is the reward for their greatness and boldness in doing their assigned tasks.
Despite of the guidelines, there can be bottom line that can be incorporated. Teaching agents to AIDA approach. Getting the attention, interest, desire and action of the doer, which is the customer. This is a difficult approach because one has to study the language of persuasion. This is approach is only use in advertisements and slogans. The projection of image to the customer by the tone of the voice and the intensive knowledge of the product. I believe this is kind of approach is applicable to those agents who are taking escalation calls. How to incorporate the approach to QA guidelines is a big question.This needs thorough study.
Customers are benefit seekers and we are benefit promiser Customers will demand more when they get less.
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