October 201619 · Mistreating the customer.· Failure to communicate clearly.Business critical errors are anything that causes the transaction to be defective such as:· Unnecessary cost to the business.· Unnecessary loss of revenue to the business.While compliance critical errors could be any action or statement that is against prevailing regulations or laws and could cause the company liability. When it comes to sampling, you need to be able to measure performance at a program level; there must be a truly random sample not based on a caller or length of transaction. Combining sample bias will also not give the true measurement of individual performance. All software technology needs to be able to monitor case notes and promised activity such as a call back to see if the action was enacted. Furthermore, future monitoring of performance also needs to be available to see if a call centre operator is learning from past mistakes and following up on intended promised activity. Also, the whole transaction needs to be assessed. If a call centre operator is promising to send a follow-up email or any other form of communication within a 24-hour period, and that isn't happening, you need to find out why it isn't and who is responsible?Is the technology not working? Has the call centre operator not been trained in the next stage of the process? Is the management unaware of the whole transaction process and who is responsible for each action?The best practice is for additional reviews to be equal to the normal number of monthly reviews.There needs to be three levels of transaction monitoring: A risked based sample of transactions, to understand individual performance; a random risk based sample on natural clusters to measure business performance and identify process level issues, and a targeted random monitoring on topical issues. This focus will shift to reflect the current environment.There should at least be a detailed end-to-end evaluation of each key process in the business, annually (e.g. home loan application, new account, etc.)For any business wanting to determine the quality of their messaging, transactions and customer experience throughout call centre operations, they need to analyse the transaction types and separate each one to see the true data.There needs to be a clear reporting structure, so that clear ownership of performance can be accurately assessed and the rolling of three-month sampling results in order to attain a reasonable understanding of individual business units within a cluster. Finally, findings should be documented and reported to the appropriate business managers, who in turn must take corrective action on any identified deficiencies. All software technology needs to be able to monitor case notes and promised activity such as a call back to see if the action was enactedIan Aitchison
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