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What is the "conflict" between customer service personnel and quality inspectors?

2018-05-11 11:24:50 Author: Source: Comments:0  Click:


The great contradiction in the operation of call centers comes from the conflict between quality inspection and employees. The processing is good, it is conducive to the overall goals and realization of customer centers, is conducive to the establishment of a good working atmosphere and is conducive to the reduction of the overall staff turnover rate; The bad, the working atmosphere is suppressed, the departments are opposed to each other, the staff turnover rate increases, the service quality declines, affecting the realization of the overall goal of the customer center.
The main reason for conflict between call center quality auditors and traffic personnel lies in the lack of mutual trust. To fully understand the organization is based on trust. The premise of trust is respect, communication, and understanding; it can be tried before, during, and afterwards. Three aspects to discuss:
One is prepared in advance and fully prepared;
1 Correct guidance and training
Respect and value other people's work, recognize that the achievement of the call center goal, quality inspection and employee are mutually dependent performance partners, a glory and a glory, a loss.
Let employees understand the job responsibilities, process, assessment standards, etc. of quality inspection
Allow employees to fully understand and understand their own assessment standards and requirements
Let employees understand the process of appraisal standards and participate in them
Strengthen self-management training for all staff of the call center, understand themselves, understand partners, help others, and cooperate and win together.
2 System Guarantee and Preparation
1) Rotation and experience between departments
Especially the rotation and work experience between the quality inspection personnel and the frontline team leader;
2) Examination of quality inspection department
The assessment of the quality inspection department and the quality inspection position is very important. It requires front-line staff to understand the assessment system and process for quality inspection personnel.
Pay attention to the discipline and business level of quality inspectors
3) Selection and training of quality inspectors
The rank of the customer center, taking into account the job requirements for quality inspection work, with the working experience of the frontline team leader, it is easier to change the position to the quality inspection position.
Improve the competency of quality inspection personnel and increase the training of quality inspection personnel, especially the ability of communication and self-management.
Management in the second instance ensures that conflicts are handled in the right way
In the matter, we will focus on the resolution process and related systems for front-line and quality inspection conflicts.
Recognize the adverse effects and results caused by conflicts, design from the institutional point of view, and avoid confusion when avoiding the above problems; for example, if there is a conflict between a monitoring result on the frontline and quality inspection, what is the processing flow and who is responsible for the conflict? Arbitration and resolution • How the subsequent results impact quality inspections is reflected in performance.
The principles of resolution need to be timely, prompt, fair and open
Third, post-management to ensure continuous optimization
Combine relevant management systems of enterprises, review, analyze and summarize the results of conflict management on a periodic basis, link the results of conflict resolution with the performance, rewards, and incentives of relevant persons in charge, and continuously optimize and enhance them in accordance with PDCA.
In order to solve the conflict between the quality inspection of the call center and the traffic, the communication between the two departments of the call center is increased through prior preparation and prevention, timely and impartial safeguards, and subsequent summing up and promotion. , understanding, understanding and trust, establishing a working atmosphere of solidarity, ensuring the achievement of the entire central goal and sustainable development.
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