| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Apples and Oranges |
| Date Posted: |
01/28/2006 |
| In Reply To: |
and let's have manufacturing companies not have a quality group test their products before unleashing them on the public. Let the customer complain and fix the problems on the back end. There is a great business strategy! |
| Message: |
There are quality controls within the system set up process and they are needed. Although as we all know they don't always work either but are necessary. That is analogous to your manufacturing example.
Having humans subjectively evaluate another persons calls is a waste of time and money. Automate it with short surveys at the end of the call like so many other organizations. That will give you better data that clients can understand. And who should be evaluating the customer experience besides the customer. Just saying the CS quality program is one of the biggest money wasting programs ever developed. And if costs are an issue, it needs to be looked at.
I am guessing we have more than 350 people staffing this function across the CSG's. At a cost factor of even 100K per associate and that's low, it costs more than 350 mil to administer the program. And tell me again where it is adding value in our client relationships.
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