tracking wrong disposition

[n_meghanath]

Hi guys!

We have a sales campaign for existing customer where we have specific disposition code for recall, busy signal, not interested blah blah! however the issue is how do we track that the agents are disposing the call giving the right dispostion code?

Is there any way to find a standard volume of disposition code based on the total dispostion? what kind of analysis will help me find a figure to give to the agents so that they could target that figure.

[tarunpuri]

Hi,

Here is what i can say on this :

a) Your Team Leaders have to be very watchful on the floor to ensure as far as possible that agents do not dispose calls wrongly.

b) Compare the Busy%, Not Interested% etc. for each agent with the rest, im sure you will come out with the agents who are doing this on purpose, may be to increase their Conversion% etc.

Note : Look out for trends, establish percentages i.e. to tell you when to highlight an agent, try and put this in place in your Quality team. Set examples by issuing warning letters or termination to agents caught doing so. As this is something that could cause serious problems to the program.

c) Have the Team Leaders and Managers do Remote Call Barging (agent not aware of the barging) - Voice and the Agent PC Screen.

d) Have some rules (strict!) for agents caught doing wrong dispositions - could lead to termination as well...

Hey, which center do you work for ? Where in India ?

Keep in touch, it always helps to stay well networked in the industry, feel free to write to me or call :

Email : tpuri@rediffmail.com
Mobile : +91 98111 41111

Hope this helps.

Regards,
Tarun Puri