I need new initiatives for my call centre in terms of ‘quality initiatives.’
Try to identify 1 area where you are taking a lot of beating. Then put pareto around it to know why. Then bucket it under these 4 area
1) Within control-Quick fix: All those issues which can be fixed without changing tech/company policies. Human aspects
2) Within control-Long term fix: Put a busines case arond it recommand it to Management
3) Not in your control-Needed Urgently: These issues should be highlighted to your management with the impact you will bring after its implementation
4) Not in your control- Long term: These are generally noise issues, you cant deal with it. So leave it and work on issues which you can change.
Answer thanks to Bharat Batham.
Have you considered using Risk analysis (FMEA) to identify critical steps in the call content / call structure / order entry processes. These ‘Critical Control Points’ are essentially your ‘touch points’ for quality assurance, and adherence to standard a CCPs can be used to measure the call centre performance as well as link into the rewards system…. This has had significant benefits with a large Media organisation’s Telesales centres (approx 600 staff)
Answer thanks to Mike Twigg.