Thursday, September 12, 2013

Secret Ingredient’s for increasing effectiveness in Call Management

Business communication is handled by the people who talk to the customers directly. Very often we hear about the difference between the top management who makes Policies and the employees who are making conversations with the customers. Many a times these policies that are made by the top management are passed on properly to their junior employees, or monitored by the top management to ensure these policies are in place. Having the Quality Management in place can help the organization ensure quality in their business communication with its customers. Quality management has become an essential monitoring for all business calls.
Few of the differences that arise out of Absence of quality management are;  
v  Lack of Knowledge of purpose for the junior employees
v  Ineffective communication or no complete communication with the customers
v  Absence if Performance evaluation or merit rating in the organization
v  Running the call operations based on internal data rather than quality benchmarking
v  Ineffective resources for call recording.
In order to ensure that the strategies framed by the top management reach its customers, there need to mechanism which ensures continuous improvement with its ground level staff which represents the company to its customers.
CloudAgent’s quality management features allow organizations to constantly monitor the conversations of ground level staff. Some of the secret ingredients for effective call management are;
1.       Adopting a universal philosophy of Sign on. Quality has to be a Central thought: CloudAgent offer’s a universal sign in policy for its employees. The management can see the amount of the time spent by its employees on calls. This can show if the resource allocated to a particular process gets utilized effectively.
2.       Culture Leadership: Organizational leadership is like spokes in a cycle tyre. The top management has to be aware of what is happening in each of their processes. Even if one spoke of the tyre is missing, would affect the productivity or the organization. CloudAgent help the management ge the complete view of the organization. It give 200+ reports which can be scheduled or evaluating the performance.
3.       Training employees: Training employees on new and the existing policies can ensure that every employee in the organization is in the same page. Ongoing weekly or monthly trainings can increase the depth of the conversations they can have with their customers.
4.       Encouraging Team Work: Employees learn quickly from their peers. Creating and encouraging the culture of team work and payoff as many employees would not want to go back to their seniors for every question they want to get clarity on. Many of the small questions can be address at a peer level itself.
5.       Introduce Self Evaluation Criteria: Assign/define performance matrix for employees and ask your employees to take up self evaluation tests. Many companies consider self evaluation as a good learning tool. It can also act as a powerful building blocks to quality improvement

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