Moving Metrics Into Action
continued
As discussed earlier, customers are, for the most part, simple. And with that in mind, our quality and productivity measures, processes, reports and improvement initiatives should also be simple. It may sound strange, but making it simple is really easy. Just look at your world through the customer’s eyes and make the connection with agent quality and productivity.
Start by reviewing the questions that customers ask, and see if they’re addressed by your current agent measures and focus. Looking at the world from the customer’s standpoint will immediately highlight the opportunities for your current productivity and quality metrics. In many cases, companies discover they’ve built too many internal perceptions into what is reported as an external view.
- Was it right and do I feel comfortable? This is the easiest of all – was the right solution provided and did the customer feel good at the end of the call. Sounds simple, and is. Something that should be included in every discussion on quality: Did you leave the customer feeling comfortable? This is easily assessed, but often overlooked.
- Do I feel valued? At the end of every interaction, the customer asks themselves if they moved forward with a feeling of value. This is easy – did you make them feel good about calling on their terms or did they hang up feeling like they cost you money?
- Did I get everything I needed? Well documented are the companies that don’t get it and shortchange the customer…leaving them with a desire to contact you again to get the rest of the solution. When customers call back it’s frustrating for everyone – particularly the customer.
- How much time was taken from me? In most cases, the customer looks at every interaction from their own time perspective. This isn’t a bad thing and is something that every contact center must embrace. When customers are interacting with you, it’s their time….and their life – be respectful from every angle.
- Did I feel rushed? You want to take as little of the customer’s time as possible, but you don’t want anyone to feel rushed and/or leave the transaction feeling like they were an inconvenience.
- Was someone available when I wanted? You have to make the connection with productivity and the customer requirement. In real-time contact centers, the customer wants service when they choose. Adherence to schedule is a key indicator of how much you care about being there when the customer wants you to be.
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