| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Clients and Quality |
| Date Posted: |
01/29/2006 |
| In Reply To: |
I guess you can bash management and leadership I'll you want but watch out if you criticize the front lines.
My only point is that the CS quality program in place today is way too costly for the minimal value it adds. Sorry but you put your investments in training and tools on the front end to minimize the cost of quality checking on the back end. There isn't any hard data that shows any improvement in our Customer Service delivery since we started the program.
I'll be back in a few weeks once they announce the CS restructuring and we'll see what they do with the quality program. If it isn't significantly changed to reduce the cost of administering, I will be very surprised. |
| Message: |
For all those out there who see no value in the quality program...Clients do see value in the program based on the NUMEROUS client conferences that I have sat in on. And the clients do understand Interaction Reliabilty and how it relates to the quality of service that their employees are receiving. And for those teams that support quality with extra side by sides and training - their customer sat surveys have increased. For those teams that do not make quality a priority -those survey results have dropped - and those particular clients are asking some tough questions about those results. And are asking for dedicated coaching for the teams.
The CS restructuring that will be in place in March will continue to provide an increased level of quality support, based on feedback from the clients.
Sorry to burst any one's bubble about the quality unit going way - the quality unit is here to stay!
|
