Challenge: A Call Center had a high volume of customer complaints due to high abandonment rates, long hold times, inconsistent information, and rude service. Employee morale was low. Supervisors were overwhelmed with administrative responsibilities and spent too much time handling numerous escalated calls.
Need:
Create a Call Center environment with reps who consistently use excellent customer service skills
Improve metrics of all reps to reduce customer complaints
Identify rep competencies
Develop follow up system for call monitoring
Train supervisors to provide on-going coaching, praise, and developmental feedback to the reps
Process:
Conducted on-site observation and focus group meetings
Reviewed metrics and customer satisfaction surveys
Developed written description of core competencies
Held call monitoring calibration sessions and training for supervisors
Delivered of Customer Service workshops for supervisors and reps
Led Coaching Skills Sessions for supervisors
Results:
Improved attitude and morale in Call Center
Fewer escalated calls handed off to supervisors
Supervisors had more time to monitor calls and act as coaches
Customer satisfaction scores improved 6% in 9 months
Get Started Now
Contact Marilyn Davidoff, the principal of MGD Enterprises, to discuss your training, coaching, or organizational development needs. Email us or call 732.952.5135. We'll get back to you within 24 hours.
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