| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Bottom Box |
| Date Posted: |
01/28/2006 |
| In Reply To: |
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. |
| Message: |
If you are thinking that Quality is such a waste of time how would you like to be the customer on the other end getting all kinds of incorrect information on your medical plan, pension or 401k? The customer doesn't know what they don't know. So if you sound helpful but give bad information or the wrong procedure how is that helping the customer and what impact could that have on their decision or better yet their lives. So yes customers are asked about their experience when calling the benefits center and it is clear you have never read what they say because it isn't pretty. There are some awsome CSA's out there and others just there for a paycheck so bringiton I hope next time you or a loved one call about benefits or something that effects your personal well being you speak to someone just waiting for their paycheck.
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