How can i get my team to remeber quality on calls

[Addy Boy 88]

How can i get my team to remeber quality on calls in a contact centre enviroment many forget to offer future help or thank the customer for holding and even forget to use the cusomers name. Any possible solutions??

[EverClean]

Two options - carrot or stick. Or a combination of both.

[bednobs]

give them a script to follow.

[PFA]

Hi Addy

Traning, traiing, training - warning - final warning - sack!!!

Hope this helps!!!

[Finance Guy]

lol PFA!

Training and scripting, with regular refresher training will do the trick. (assuming intelligent staff)

Their overall working environment and levels of motivation will be a huge factor also.

Good luck

[dancecaller]

When I call a help line I dont want people obviously following a script or using my name in an artificial way, (except when I have been transfered ).
I want someone who LISTENS to my question, who KNOWS the answer or will TRANSFER me to someone who does (not keep me hanging on while they ask someone, before they've heard the whole story). Someone who is cheerful and sympathetic is a bonus.

And I like the helpline to be set up so that I don't have to keep giving the same information to different people, or going through security more than once.
If I have to hold it annoys me when there is a clip of music, interupted mid-bar so that I think I will be answered, only to hear a recorded message again, saying how important my call is.

Once the structure of the helpline is right, maybe your training could be in the form of role-play, to help them to work out their own scripts, or check lists

[WendyS]

Anybody who is trying to improve the quality of service from call centres is to be applauded because generally it is very low and customers find them very frustrating to deal with.

I think role play might help here. If you are able to devote just 15 minutes a day, on a "one to one", or in groups, with one person pretending to be the customer, one person being the person who answers the call, and the others viewing making suggestions about what was done well, what was done badly, how things could be improved, etc. you may find that over a period of time you can increase their customer awareness.

And please train your staff to speak clearly and slowly. So often they are impatient and just gabble, and if their native language is not English they are very difficult to understand.

[BBWCHATT]

Weekly evaluations if possible - and a small incentive for a perfect evaluation.