ICMI's Customer Management Insight - January 2008 - (Page 10)

CONTACT CENTER SPOTLIGHT Measurement (SQM) Group, centers that achieve “world-class” customer satisfaction ratings have a FCR average of 86 percent. A vastly improved FCR rate isn’t the only positive result Vodacom has enjoyed since switching to a much more dynamic learning environment. Mystery shopper surveys have revealed consistent improvement in agent knowledge and professionalism, as well. In addition, Selvarajalu cites a greater sense of cooperation between agents and supervisors, which, she says, has led to higher employee and customer satisfaction. All of this gain did not occur without at least a little pain, though, Selvarajalu acknowledges. One notable challenge early on was overcoming the skepticism that many of the more experienced agents felt with regard to the big changes in coaching and training. “They were quite wary at first, and we had to be quite transparent with respect to the process. Workshops were held to allay fears and communicate the intent. Making staff part of the call audits highlighted the standard expected and the way in which calls are evaluated. ” She adds that some agents put up some resistance over the use of e-learning modules, unhappy about the reduced amount of formal classroom training. However, once these agents saw the benefits — to the center, to the customer, and to themselves — that e-learning could provide, the resistance dissipated. As successful as the changes have been, Vodacom isn’t fully con- tent. More changes to how agents are coached and trained are planned, including the implementation of a formal 360-degree review process, where agents will consistently receive performance feedback from managers, supervisors, peers and customers. Just another tool intended to better the center’s staff — and the customer experience. “Everything that we do must be focused toward the customer, and therefore the structure in the support environment is quite simply geared toward supporting our front line, says Selvarajalu. “They are ” our company service ambassadors. …Our role is to ensure that they have the tools, skills and knowledge to service and support the customer. ” • icmi’s insight www.icmi.com | JANUARY 2008 10 http://www.sencomm.com http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - January 2008

ICMI's Customer Management Insight - January 2008 Contents Customer Care Technologies Ad Index Editor's Page Contact Center Spotlight People: Prehire Tests In The Center Strategy: Video Contact Centers Show Preview Operations: Knowledge Management Industry Research Contact Centers Face Today's Realities: A Case for Consolidation 2.0 Is Your Agent Training Process Evolving with the Role? The Key to Innovation Is Maintaining Your Strengths Becoming Strategic: Using Customer Contact Analytics to Empower the Contact Center's Role

ICMI's Customer Management Insight - January 2008

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