Executive Interview : Interview With Wasif Balouch from PizzaHut Pakistan Who Provides Ideas For Contact Centers
Constantly in search of best practice ideas, ContactCenterWorld.com went out to its members world wide for their thoughts on how to improve your Contact Center. Wasif Balouch of PizzaHut Pakistan provides some insightful tips and ideas that you could possibly use in your center.
How often should a contact center leader be seen to visit with the front line professionals and sit/chat with them?
A leader should lead from the front and remain with front liners as much as possible to boost morale.
What can contact centers do to help manage social interactions better?
A contact center can promote social media and take feedback from customers to improve.
What should every contact center do when it comes to recognizing staff performance?
Reward best performers and focus on low performers. Low performer can also be rewarded by giving them performance related targets according to their abilities.
Who should be the person presenting internal awards to staff/recognizing achievements of the staff/center and why?
An immediate boss who would be the team leader/supervisor on the floor and in charge. We do this because these individuals are those who are working side by side with the front liners and motivate them to achieve required performance goals so they should recognize their fellow peers.
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?
Simply make a ROI plan consisting analysis of cost acquiring new customer then retaining existing by good service standards, competitors analysis and share with the board.
What is the best way to cut loose/let go an employee who is underperforming?
I purely believe that letting go is not an option. Employee must have been hired on the basis of best fit for the job thus we need to see what is not happening with under-performance and fix those issues. Regular training refreshers can also be a good tool to take underperformed into good performers.
How often should an agents/front line professionals performance be measured from a quality standpoint and how should this be done?
Q.A. evaluations is an ongoing activity and that varies from company to company. Recommended process is that all management should participate from contact center head till the front line supervisor and collaboration between should be at minimum variation.
What is the best way to determine which are your best and worst customers and how should you change the way you service them?
Every customer is the best customer and we contact center operators make them the worst. Meeting customers expectations in a timely manner will keep them happy.
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?
Historical data and the right future projections are the best way to schedule agents. We can take suggestions from our staff according to their desired shifts and while remaining flexible in scheduling, assign them their desired shifts to avoid shrinkage.
Can you share a tip or two on how to improve agent/front line productivity?
Equip them with the all required tools to solve customers queries and provide good services.
Can you share a tip or two on how to improve agent/front line Motivation?
Appreciation is the fuel of motivation.
Can you share a tip or two on how to improve customer satisfaction?
VOC and Surveys are the best tools for improving customers satisfaction.
Can you share a tip or two on how to set service levels for a contact center?
It depends on industry to industry. We used to have 80/20 for our travel booking campaign, 85/15 for one of utility campaign and 90/10 for Pizzahut Pakistan.
Can you share a tip or two on how to improve reduce repeat calls in a contact center?
FCR is the best way to reduce repeated calls.
Whats the best way to train staff on how to deal with a very very angry customer?
Complete product specific training coupled with customer service is the best way. Sympathy, Empathy and emotional intelligence are tools to deal with angry customers.
How can you educate your board on what the contact center does?
Customer satisfaction index, Brand loyal customers index, Surveys results and statistics of referral program (If there would be any).
You have a customer who complains on twitter and/or facebook - how do you deal with this?
Investigate the complaint first and then satisfy the customer based on findings.
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About Pizza Hut:
Pizza Hut Pakistan The first Pizza Hut restaurant in Pakistan was opened in December 1993 and took the culinary scene by surprise. From that time onwards, the brand has contributed heavily towards the development of the society as a whole. It is responsible for creating job opportunities for the youth of the country both directly as well as indirectly. Furthermore, Pizza Hut, during the course of its existence has gradually aided in the development of various local suppliers who as a requirement have to supply foodstuff equivalent in quality to the international food standards. In this regard our restaurant chain has proved to be a major contributor towards the progress of the Pakistani food industry as a whole by bringing it to a point where they can now look forward to supplying their items to other chains as well as the international market.
Published: Thursday, October 9, 2014