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Customer Call Center

In: Business and Management

Submitted By Purlav66
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1. Student Name: Ruth Taylor 2. Professor Name: Professor Tolliver 3. Course Title: Total Quality Management 4. Class Date: 28 September 2011 5. Article Title: How to Put Quality Back in Call Center Customer Service: Potentials and Pitfalls 6. Author: Tony DeNucci 7. Source: Newspaper – Linked to document in ProQuest 8. Article Date: (Second Quarter 2011) 7-11

Article Summary

1. What is the topic of your article? How to put the Quality Back in Call Center Customer Service: Potentials and Pitfalls 2. List the details of what happened. This article explains what factors affect call center service quality and provides employers with criteria they can use to chart their call center's performance, identify strong and weak results, and get customer service back on track. The quality of the call centers customer service has been falling over the last decade, and many benefits practitioners, as well as their plan participants, have become resigned to the frustration or repeated, fruitless call for help and information. Receiving poor service can cause employees to undervalue their benefits, which leads to retention issues.
A call center is about people, process, and technology. High-quality customer service balances those three elements by focusing on four key factors: * Complete training, with ongoing refreshers
A high-quality call center, provides in-depth training that encourages CSRs to become experts in customer service, subject matter, technology and the bigger benefits picture. Thorough training moves from aptitude tests to classroom instruction from a veteran benefits professional, followed by a period spent shadowing experienced staff and then working solo monitored by senior representatives. It's not done quickly or by simply using a computer training module. *…...

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