Transforming Senior Advice and Embracing Efficiency in Customer Service
Storyboard-Text
- Experience is valuable, but it doesn't always guarantee uniformity or efficiency in handling customer inquiries.
- We've noticed that advice from seniors varies, and relying solely on seniority may not be the most efficient approach.
- But aren't seniors the most experienced? Why should we reconsider their advice?
- We want to move towards a more uniform and efficient system for better customer service.
- I appreciate the focus on improvement. Let's work together to make the call center department more efficient.
- Thank you for your commitment. Let's embark on this journey of rethinking, learning, and improving together.
- We'll introduce a structured training program focusing on specific skills, reducing the dependence on seniority.
- Basically, what are the problems that this company facing apart from the gap between seniority and skill in customer service?
- The call center department never provides training for its employees; they simply put fresh joiners to listen to a few senior conversations and expect them to understand the situation based on senior tips.
- Oh, they are also facing some inconsistency whereby the customers may receive different answer from staff and it causes confusion. The new staff also might struggle because of no training provided and lead to delays. Team issues also one of the factors whereby it is varying advice so it causes tension and less teamwork.
- We know that the new culture will be implemented by the this company but do you have any idea what are they?
- The call center management needs to move towards a more uniform and efficient system for better customer service.
- Yes. So basically, there will be a lesson plan for all staff as well as the skills set distinguished for the new staff before they are released to the call floor. Not only that, the 1 month training and exam also will be paid by the company.
- Emphasize the need to shift from seniority-based competence to skill-based proficiency.
- I think it's time to address these issues. Let's work together to ensure consistency, clarity, and improved customer satisfaction.
- I see. Thank you for the information. Let's work together to make the call centre department the best it can be.
- New implementation for the call centre company.
Über 30 Millionen erstellte Storyboards