Executive Interview : 16 Experts Weigh In On Leadership Decisions That Impact Service
We asked "What is the one decision you have made as a leader that has the most dramatic increase in customer service?"
|"reward and incentivize good customer service and give du recognition" < br > < br > - Sam Ng Song Lim, Contact Centre Manager, SingTel, Singapore|
|"The best decision has been to place my company as an authority in the Spanish market in terms of quality and innovation. We were the first contact center company in Spain to adopt certification processes such as the COPC together with large and reputed companies in our country, such as Telefonica. < br > < br > In terms of innovation, we have built the first social contact center in Spain, where we integrate all the existing communication channels. We offer technology and services that are really unique to the Spanish market." < br > < br > - Vicente Lopez, President, Grupo GSS, Spain|
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|"customer loyalty training to help front line and managers understand the impact of creating customer engagement" < br > < br > - Dave Gregory, Director - Manager Training & Quality, West Corporation, United States|
|"Stop fighting with AHT and look at CSAT and Quality." < br > < br > - John Gibbons, Apm, startek USA, United States|
|"I made a decision in giving special reward for the agents who have an excellence solution and service process, it helps my subordinate to built the spirit in serving the customer" < br > < br > - Wawan Setiawan, Contact Center Supervisor, Telkomsel, Indonesia|
|"Zero tolerance for valid poor rating from customers." < br > < br > - SudharSanan Palandysamy, Call Center - Vice President, Scicom, Malaysia|
|"Integrating Contact centre with WFM" < br > < br > - Adrian Sparks, Director, United Kingdom|
|"we implemented on-line support chat channel" < br > < br > - Fred Cote, President, Kunnect, United States|
|"The project of Dissatisfied-Customer Perception Restoration& Remedy, which is carried out throughout the contact center, has dramatically boosted customer service perception. Utilizing the Customer Perception Impairment Scoring System, our contact center has taken a series of internal and external measures to restore the perception of connect-impaired customers, business-handling-impaired customers, complaint-impaired customers, etc. The measures involve optimization of the operation strategy, care expressions through calling customers, and compensatory promotion assisted by resources from other departments. Owing to the project, coverage of restored-customer-perception has exceeded 80%, and customer satisfaction of those who have received the project service has also surpassed 85%. Another example of the operation optimization is the project of One-Key Refund, which saves nearly 5000 working hours per month for front-stage operators and 3000 working hours for back-stage stuffs via optimization of the refund procedures. Moreover, the project has saved 190s for each refund, a 73% reduction of service time, and the accuracy rate of refund has surged by 17%, significantly lowering customer service costs and improving customer perception." < br > < br > - Dongjun Xiao, General Manager, China Mobile, China|
|"I believe and implement a concept called Leader should serve their team member and providing good service and becoming a service person also" < br > < br > - Grace Heny, Director, 168Solution, Indonesia|
|"Document everything, even if only for historical purposes. You need to see where you came from , where you are and where you are going. These principles apply even to the agents in order to have first call resolution." < br > < br > - Sarah Wesen, Business Development/Sales, Frontline Call Center, United States|
|"The acceleration of the completion customer problem with the follow up of customer problems with using applications the follow up of customer (TLP) in which every problem customers can be categorized as loud complaints can be resolved. Each agent solve every problem customers, and then followed up by a team leader and then coordinated with the CHO (Complaint Handling Officer) to speed customer problem resolution." < br > < br > - Hendra Jonathan, Supervisor, Telkomsel, Indonesia|
|""Pay per" for agent compensation. Hourly makes an agent lazy, unproductive, and so on, because they will get paid either way. However, if there is an incentive to perform on an 'on-call', 'on sale' or 'per email' basis, the level of service, commitment and professionalism skyrockets, because for an agent, it is all about the money." < br > < br > - Sean Dalip, HNIC, ICONStrategies, Inc., Canada|
|"The introduction of quality scorecards and regular feedback to contact centre agents" < br > < br > - Bruce Howard, President, 4life Direct Poland, Poland|
|"We spend most of out time at the office. I believe that working place and conditions should make us feel as we are at home. With that belief and the concept of "Being in Spaces" the department floor was re-organized raising personal space by 30% and improving physical conditions. I’ve listed some of the actions taken to improve our working conditions which has a positive effect on employee satisfactions as we have followed in Employee Satisfaction Surveys. < br > • Antibacterial Carpets preventing the formation of microorganisms and carcinogens; the reduction of the sound level to 60 decibels by sound absorbing foam tiles < br > • The colors such as blue, yellow,green and orange choosen to provide energy, happiness to employess for decoration < br > • 24-hour music broadcasting selected by employees of the call center < br > • Specially filtered lighting to protect the eyes of our employees < br > • Blinds that absorb sun light but emit light < br > • Optimization in noise level with the 7 m2 of personal area < br > • A special hobby and recreation room for non-smokers with massage chairs and coffee machines , aTV set, a play station , hot and cold drinks, magazines and a library were placed at the CI LOUNGE. < br > • De-briefing and coaching rooms and large meeting room < br > • Our state of the art cafeteria with special menu" < br > < br > - Nil Keskin Keles, Customer Interface Director, DHL Express Turkey, Turkey|
|"I treat my employees well and I demonstrate an intense work-ethic." < br > < br > - Matthew Van de Voorde, Director, Orion Contact Center Services, United States|
Today's Tip of the Day - Look After Your Agents
Published: Tuesday, July 14, 2015
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