The Global Association for Contact Center Best Practices & Networking

"agreed"

"Good - better still if centres could established staff engagement programs to ensure structured feedbacks from all staff (eg programs for my centres - PCUP (PEO see you program), Pre&Post Shift Talk, Grooming, 121 etc)"

"Good, Top down and Bottom Up strategy is better to get feedback from all function."

"Continuous improvement will become an aid to differentiated service in the future whether by service improvement or efficiency gains. The people with the greatest insight are those that are doing the job so yes they should be encouraged to provide feedback."

"I believe it should be a regular part of your operations.An online idea of the month or feedback portal should be accessable to our CRP's and directly linked to the contact center management."

"Agreed. Make a work-group, working closely to the BPR department. The input should be valued and reflected in the process formation. The team should be rotated over a period of time, giving chance to all top performers."

"Agreed"

"Apply Kaizen methodology."

"good - for our company, we do this monthly during monthly business reviews"

"Agree"

"It is important to hear from the front liners who are in touch the customers and understand the obstacles and issues faced by the customers as well as by them during the call or email or web chat. There might be processes which can be amended or changed to deliver faster in terms of customer service and the decision making at any level."

"Agree.
I strongly support a suggestion box with a monthly prize for the best improvement suggestion that is implemented."

"Every day...by walking around...suggestion box...offering innovation rewards (cost cutting, energy conservation, time savers, team building, 'little step', 'big step', 'giant step', new product)"

"Definitely. More active employee engagement programs is the way to go."

"Good - the tricky part is acting on the feedback and communicating the results back to the business (getting the feedback is the easy part!)"

"Don't ask clients stuff you already know about the weaknesses in your system i.e. that are bleeding obvious (it just annoys them and confirms that you are listening but not really hearing)."

"You have to ask that in every meeting"

"Transparency in an organization works towards meeting company goals"

"We do this about twice a year in our "What Makes You Tick Survey". Just like our customers, staff expectations changes and we need to ensure that we meet their expectations to enable them to excel in their service delivery. On a corporate level, we have regular activities to engage staff on bettering their customer service."

"Good - Staff members have their ear to the ground and provide valuable information on frustrations in operations processes etc. Key is that staff members who do come forth with suggestions are acknowledged and asked to help implement the improvement and are given positive feedback about their suggestions, even if they cannot be implemented."

"Great, you make them feel part of the team."

"Good - They are on the front limne so knopw what are the key issues to address"

"Good to have informal quarterly feedback sessions as well"

"good resultion - we're piloting task force to create better service culture"

"Some oranizations do send (impromvement) feedback form regulartly for their frequent \ top 100 customers. Here 'regular' may mean more frequent. Many organizations have inter departmental feedback mechanism where other departments can give out of the box feedback within the organization as well."

"Good - Staff should always be able to submit ideas for improvements."

"absolutely"

"Good- It may help to solve the problem in root."

"Good. The one deals with the customer knows better what customers are looking for."

"This approach should be ongoing. After all, they will know first-hand what customers say they want the center to do to make the interaction better."

"Good; however speech analytics can help solve this problem."

"A good resolution. Currently, our organisation is doing once a year. Ad-hoc suggestions are already in place in the form of 'Staff Suggestion Scheme'"

"Continuous Improvement has to be a culture in the organization. Associates can sense how much value the management gives to their opinion. If the culture faciliates idea generation, then many ideas will see the light of the day."

"My shops have employee engatement teams that provide feed back from their peer. Additionally, peers can put suggestions in our suggestion box. All feed back give to teams via a newsletter."

"Good suggestion :- they have to deal with customers and hence, they will know best how to improve customer and staff satisfaction"

"Agreed"

"i agree"

"Good; great I deas can came from the staff because they interact with the customers."

"Agreed. Even better is to have a platform where staff can share their improvement ideas and there is a whole process from idea capture to evaluation and implementation including reward and recognition. You would be surprised by the volume and value of insights that such a platform and program drives."

"I disagree, perhaps top performers should be in this project bu tu ask everyone in the call center in a regular basis could create so much expectation."

"Good, they are closest too it and will be more engaged"

"Ask staff regularly and get them to spear head the project if the idea comes from them. Reward accordingly."

"Why only once or twice a year. Ask them to come back as many times as they want. Half of them won't be around for once a year next time anyway."

"YES"

"Good- Staff must be continously engaged for service improvement initiatives as involvement creates higher levels of ownership and responsibility for the customers' experience"

"Very important. As Operations Manager I have a weekly focus group with front line Consultants and always ask "what is working well" and "what can we do better". We also have surveys for the entire front line, and our management team is very hands on and facilitates an open door policy from the VP right on down to Team Manager"

"With caution - I would only ask the seniors and team leads."