Executive Interview : Interview With Sunil Kankal From Turkcell Global Bilgi
ContactCenterWorld.com enjoys getting feedback on topical and timely industry subjects. We interviewed Sunil Kankal with Turkcell Global Bilgi on the topic of ten great ideas for contact centers.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them?
Once a month meet them. They should appreciate the performers and discuss all level problems with the non-performers. In order to address, make them FLL (Front line Leaders) for the problems and monitor the changes happening.
What can contact centers do to help manage social interactions better?
Provide them a special iPAD separately on each desk without keyboard
What is the best way to engage staff who work from home?
Provide the travelling incentive in cash.
What should every contact center do when it comes to recognizing staff performance?
Display on facebook.
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Who should be the person presenting internal awards to staff/recognizing achievements of the staff/center and why?
The CEO can present the internal awards.. since most of the time the lowest employee does not interact with them. All of them will like to see them and get to know them more personally.
What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service?
They should bring solutions using diversity and show them profits from other angles.
How often should an agents/front line professionals performance be measured from a quality standpoint and how should this be done?
1. Consistent Performance
2. Adherence to Quality Policy
3. Meeting the Client guidelines
What is the best way to determine which are your best and worst customers and how should you change the way you service them?
Normally worst customers are less than 20% and it should be handled by a female employee in a polite way. Try to address such customers with the prolonged commitment from 30 to 90 days. The objective is to protect the good customers.
What in your opinion is the best way to schedule staff for a contact center? and how should you allow them to select shifts or should they be set by you?
Scheduling of staff should be given to the individual with the openness, transparency in managing the 20%+ Performance holders. They should be made responsible for arranging the substitute. In case of difficulty they will take help from an adminastration person so that policy is applied for the remaining staff.
What advice would you give to a contact center leader who is looking at new technology for the center and how best to evaluate its effectiveness and claims made by the seller of the technology?
First and foremost the point is that seller is not business driver. Call center technology needs at least 5 different processes with a span of 3 months each. On average 18 months is required for the technology adaptation in the environment. The next 18 months are required for the fine tuning. Get the technology with the help of a 5 year contract with the expert and sign a SLA with the vendor for the payment span of 60-40 ration. This way your technology will support a good fit for the process. The objective is to make the IT team completely immersed into the technology for effective delivery of all client demands.
Can you share a tip or two on how to improve agent/front line productivity?
Provide the agent the right quality of lead. You may have to do a thorough lead governance. Schedule the lead calls in respect to Industry product for telesales and in case of customer service, ensure that Pilot attention is given to the premium customers either with cost or without cost.
Can you share a tip or two on how to improve agent/front line Motivation?
Reward the Idea of who delivers maximum performance on daily basis. Display the inspiration to everyone and that will trigger the internal emotion which becomes motivation.
Can you share a tip or two on how to improve customer satisfaction?
Start addressing 10% of customer expectations on daily basis. Generate new ideas and you will be driven with a rise in your customer satisfaction index.
Can you share a tip or two on how to set service levels for a contact center?
Start addressing the Penalty of Service level with the rewards. Your Service level will improve.
Can you share a tip or two on how to improve reduce repeat calls in a contact center?
Adopt strong Lead governance and algorithms developed internally with specific lead advisors.
What are the 2 or 3 mistakes managers often make when they recruit staff and how can they avoid these mistakes?
Failure in document verification. In such cases they should possibly do one of these:
1. Original document custody
2. Copy of letter certified by the parents employer
3. Some other way which forces the person to avoid any disturbance to the environment. Apply all the ways of adding love to the staff which in return gives you business.
Whats the best way to train staff on how to deal with a very very angry customer?
Help the angry customer to address the call by the Senior person and transfer the call to female staff. Provide answers to the customer's questions in a diplomatic way. Give them a commitment to solve the problem within 90 days.
How can you educate your board on what the contact center does?
This is a basic understanding given on a regular basis to the board about the IT technology being the driver of the call center. The performance of Agents is the next level driver.
You have a customer who complains on twitter and/or facebook - how do you deal with this?
Call the customer, explain the facts with a solution based on satisfaction. Share the conversation on twitter/facebook.
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More Editorial From Turkcell Global Bilgi
About Turkcell Global Bilgi:
Turkcell Global Bilgi was established as a Turkcell Group company in 1999. It provides services from a total of 18 locations, 14 in Turkey, 4 in Ukraine with over 12.000 employees with a seat capacity of 8.000. In addition to Turkcell Global Bilgi's experience in the telecom industry, the company provides services in finance, energy, public sector and retail industries and for a wide customer portfolio. With customer experience focused industrial solutions, the company creates value in the fields of customer services, customer acquisition, telesales, technical support, customers retention and loyalty, collections, customer information management and analysis. Turkcell Global Bilgi manages customer experience via various channels such as Face to Face (F2F), Telephone, Audio, Automated Response Systems (IVR & IVVR), Web chat, E-mail, SMS, Web, new generation customer experience platform BiP and Social Media.
Published: Tuesday, March 3, 2015
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