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WOW a 97% error rate is your target? :)
I take it you mean 3%. You are concentrating on accuracy which is what really matters to your customers. Get the right answer the first time. My center move to this as well back in Feb 2001. Here is what we did........
Using Phone Reps and Team Leads, we jointly identified which areas, if not conducted properly on the call, would result in a "fatal error" thus causing an impact on the customer or our client. We found three areas, each worth 20% if any one is missed you fail the call:
Accuracy of information
Creating a complete call log with proper address info. (we ship product)
Using the correct warranty entitlement program for each product we service over the phone.
Having phone reps involved in the design of your monitoring form is key... you wil be surprised at how critical they are of the job they do and you have better "buy in" from your staff when you jointly develop this form.
We track accuracy seperatly, but it is part of the overall mearsurement and post the trending monthly in the center.
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