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Previous to my current position, I was at a major PC manufacturer and we ran into exactly what you've described. Speaking from experience (having been a Call Center Manager for two different Fortune 250 companies), the only way to increase quality and gain consistency is a formalized call monitoring program that incorporates frequent feedback to your representatives. There's quite a bit that would go into this like:
1. Establishing clearly articulated and understood quality performance expectations.
2. Determining your quality measures.
3. Allocating staff to conduct the monitoring and provide feedback.
4. A formal Rewards and Recognition program that is based upon quality performance.
As you stated, there is an inverse realtionship with a decrease in AHT and a rise in customer satisfaction (CSAT). The less time a customer is on the phone generally, the happier they are (however, you still have to resolve the call). Hopefully this is enough to get you pointed in the right direction.
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