Quality One Call At At Time
RUNNING HEAD: Quality One Call at a Time
Quality One Call at a Time
University of Phoenix
May 30, 2006
Quality scores in many call centers are on the decline. The main goal of a call center is to provide excellent customer service while delivering accurate information in a timely manner. “Fast is fine, but accuracy is everything.” Wyatt Earp. Wyatt Earp may not have said this quote in reference to managing quality at call centers, but it carries the same relevance. Management at call centers tends to focus on other issues instead of the accuracy of the information that the CSR is relaying to the customer. Thus value is misplaced and the quality at call centers starts to head on a downward path.
One issue that could drive quality scores down is ineffective training. At a call center here in Jacksonville, management decided to pull CSRs out of training after the second day to answer calls because the queue was high. This interrupted the training process and......
View the rest of this paper...
Approximate Word Count: 816
Approximate Pages: 4 (250 words per double-spaced page)
Why should you join Frat Files?
- - It's safe, secure, and private.
- - Instant access to over 100,000 papers. New papers are added hourly.
- - Fast and reliable customer support.
Similar Essays
-
Quality One Call At At Time
Quality One Call at at Time. RUNNING HEAD: Quality One Call at a Time Quality
One Call at a Time University of Phoenix May 30, 2006 ... -
Question 1 What Is The Most Likely Core Business Of Sta Travel? ...
... For an example, a quality experience for one food favourer ... Zeithaml has defined that
Value is the quality I get ... need to spend their time to call the STA ... -
Marketing Mix
... process to deliver a slate of top-quality, interested and ... "Engaging a part-time HR
manager ... DiMarco, Vice President, the DiMarco Group "Just one call to HRWorks ... -
Analysis Of One Perfect Rose
... And, although there is a melodic quality to the rhythm to ... rose as the unknown
gentlemans call sign at ... his S, this gentleman has his One perfect rose ... -
Shouldice Hospital Analysis
... Five Dimensions of Service Quality Reliability: Delivery on Promises o ... one weekday
night in ten and one weekend in ... strenuous hours and are on call all of ...
Frat Files
Members
Information
