The Comcast Nightmare: Lessons Learned
There are a lot of lessons to be learned from this situation, including:
- Senior management should not motivate the wrong behavior; agents need to earn a living and will strive to meet company goals even if they hurt the reputation of your enterprise.
- Retaining customers is a good “best practice,” but it’s much better not to give them a reason to leave in the first place; if customer attrition is high, companies should identify the reasons for this problem and address the underlying causes.
- Training for all agents is essential, and should be reviewed and updated periodically.
- Experiential training techniques should be used when addressing sensitive customer situations. It’s also a good general approach for training all customer-facing employees.
- Agents should be trained to make three retention attempts and then know when to take “no” for an answer; if a customer is determined to leave, their last experience with your company should be positive.
- Use this as a wake-up call, and revise your policies and procedures for customer retention, and any other procedures that are overly aggressive. (Change your culture; assess policies from your customers’ perspective, instead of solely from the company’s viewpoint.)
- Implement systems that provide “checks and balances” to avoid service nightmares. Use quality assurance or interaction (speech) analytics solutions to identify, capture and respond to outstanding and poor customer interactions.
DMG IN THE NEWS
The Rebound of Outbound Solutions: A Q&A with Donna Fluss
Buzzword Battle: Omnichannel Versus Multichannel
Voice Is Changing, Not Disappearing
Enhancing Employee Engagement
Ask the Experts
Quality assurance analysts should be evaluated on a consistent basis to monitor their performance and ensure that they are meeting their goals by completing the appropriate number of QA reviews and coaching sessions on time each month. It’s also essential to ensure that the QA evaluations are being completed professionally, in compliance with the guidelines established by the department, and that they are calibrated to ensure fairness. There are 3 primary areas to address when evaluating the effectiveness of a contact center quality analyst… Read More
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in unified communications, contact centers, back-office and real-time analytics. Learn more at www.dmgconsult.com.