Help!!!!!

[Dex_delight]

When I join our company I haven't done an actual work of getting an ISO certification, what I have at the moment is just knowledge of what ISO is. As new hired employee of the company at that time, I only knew a few of the employees. Although I was given the position of Quality Management Representative, I do not have direct control over the employees. Employees only really follow the person who can "hire and fire" them. I also found it hard to understand their current operations and practices I have no call center experience and employees does not have any interest of ISO. For them ISO only mean one thing, more work. Although there are a few who are interested of ISO and are willing to help, their workload and schedules won't allow them to help.

I have a very difficult task to accomplish because the management gave me three months to complete the project and employees are not willing to do their part. I am writing this with the hope that callcenterops members could help me. I will greatly appreciate if you could provide me generic operating procedures for inbound and outbound. Please e-mail your reply at dexteramoroso@yahoo.com

[n_meghanath]

If there is no pre documented prcedures for carrying out the day today floor management then the only alternative left must be to document the standard floor management followed by the operations floor. I am afraid there is no other means as procedures and process are what it is followed whether it is documented or not documented.

You may concentrate on all the daily routine which happens in the floor, the way how the floor are managed by the TL, agents performance management, the inputs required for running the operation till the output are generated.

[NBosch]

Hi Dex...

A part of your answer is allready in your question, and I quote: "Employees only really follow the person who can "hire and fire" them." These people have to become your ambassadors on the floor, to explain (or enforce) the new ISO regulations.

Drop me a line @ my mailbox and I think I will be able to give some more advice...

Niek

[aruntyagi]

Hi

The problem you are facing is Not Actually dealing with ISO-but something known as "Loyalty".

Since you are new in the organization, you are more like an alien to the ones who have had a fair stint in the organization.

All you need to do to get started is - Earn the crowd there.

And how you can do that is by showing them the WIIFM factor .

Actually "IIFU factor" What is in it for you".

I am sure once they realize that it's not just extra work but it's a refinement process to decrease the gap between.

"What they are doing and what they are capable of doing". They would surely have their interest vested in helping and cooperating with the work you are doing.

May it be any Field - Co operation and trust is required , as far as knowledge of your field is concerned -I AM SURE you would be a master.

Just some people management would make you reach your desired goals.

Regards

Arun Tyagi

[Dex_delight]

It makes me feel good that so many people took the time to make personal reply and e-mail me. I did not e-mail everyone who wrote me because I was busy and still busy. So here… to each of you, I am saying “thank you!" I appreciate your personal reply. Very much.