Hartford Courant call center eases the fear of the big brother
When Claudette Azevado started as a call center manager at the Hartford Courant, one of her first tasks was to create a call center quality assurance (en) software solution. The new software would call and the regulatory authorities to allow the assessment calls based on predefined criteria. Recording incoming and outgoing calls at the call center is pretty standard fare. Who has not heard " May this call for quality assurance purposes "? While at first it sounds like a qa initiative that is not met with much trembling, employees often can be biased because the raw nature of the call recording in the past has been compared to eavesdropping, and in fact Big " Brother ".
" Big Brother " refers to the feeling that everything is monitored - e-mails, phone calls, chats, etc. It is agreed that most people do not want to be bugged " " it unless there is a case for national security. In most cases, employees accept being monitored, whether it is in a side-by-side coaching effort, or recording. The Big Brother " " may still concern, however. Implementing a call center qa solution should not raise these concerns. Claudette realized that it is up to the employer to present this new procedural law in a way, in that it both positive and non-intrusive. If they could call center agents to buy into the initiative, understanding that it is to improve their overall performance, then and only then would they successful.
Her first task was to write an overview of the reasons for the The demand implementation of the recording. They documented their main goals as " rolling from the call recording system in a positive way and " " to identify ways in which they could use Virtual Observer " (the Call Center solution, which they chose recording) " to improve the business objectives " (call quality, customer loyalty and provide more training opportunities).
Before implementation of Virtual Observer, agents were monitored, side-by-side basis, or remotely via a supervisor listening in on a live call. Claudette knew that by using a call recording system, many more calls could be in a much more efficient manner. It would also be the chance to hear the agents their own calls so they could evaluate their own voice and sound professionalism.
Her strategy for the roll-out was three fold: 1) the concept, 2) demonstrate and 3). She calls the program the " " CARE program - " We listen because we care " CARE is an acronym for - Coaching Opportunities, Active Listening, connections, and encouragement Improvement.
She would like to emphasize the magic of technology " " and decorate the conference room with balloons and signs. Their goal was to make it into a trap, all pumped up and on the same page. One of the best ideas was to the two supervisors, and even work, and then the agents to grade. The agents really enjoyed the opportunity to evaluate the management team.
The recorded customer interactions include opportunities for upsells stop / save, scattering glass angry customers and other scenarios. The employees were able to secure first-hand how to score a call, and how deficiencies, such as training can help that improvement.
Claudette & 39; program, the planning and writing a frequently asked Questions guide for the agents, which some visuals to help the concept, sending formal invites every agent, and the preparation of a development plan for them.
The Courant & 39; s call center agents were also required to sign off on be reported. Claudette made sure that they knew exactly how many times they would be recorded. Getting employees to accept the program and sign up for it is of utmost importance to the success of the programme. You call the admission guidelines to communicate, and gave representatives have the opportunity to present their best calls, in turn, those who " transactions in relationships, " saved for the future training.
When asked whether they implement the program as a success, she replied " Absolutely. The program Gingrich very well. The employees appreciate the fact that we made it fun. They also liked the fact that the supervisors themselves recorded work and allowed the agents to evaluate and score the calls. They had prizes, food, and balloons. It was a real event. "
Claudette added that " Positive communication is crucial. Our taking the time to explain the " Why " behind Virtual Observer (in a fun way), the employees much more receptive to be recorded and eases the fear factor " & quot;. It really helped to understand that this is really a development tool, which was good for them, but also our customers. "
When asked whether they thought this program helped the fear of big brother, she answered a resounding yes " ". They agreed that the implementation of Virtual Observer, along with other creative motivational programs, has helped her call center more upsells, stores and overall performance improvement.
She also uses Virtual Observer after hiring a new employee at their training " -- " in fact, I personally had only a group of new employees and guests listen calls. It really helps to understand what they expected. " She added that one of the best properties in the VO is the ability to pause a recorded interview and comment on techniques, working together with opportunities.
Virtual Observer was on a phased programme basis, not only in Claudette & 39; transport department, but also in the newspaper classified department. The first phase included standard random sample recording and evaluation. Phase two introduced synchronized screen capture enterprise wide. Claudette the next phase, additional methods for recording the Virtual Observer solution. She is currently working on a block of time, and they will add on-demand recording, as well as the Virtual Observer E-learning and content-delivery module, which allow it to automate the distribution of relevant training to employees based on evaluations.
In retrospect, Claudette states " the entire process of using Virtual Observer was a great success and was also remarkably affordable. We look forward to further performance gains. "
The Hartford Courant is the nation& 39;s largest continuously published newspaper. Claudette Azevedo is the dissemination of the Department of Customer CARE Manager.
Virtual Observer is a leading call center solution quality assurance. Virtual Observer developed and sold by Coordinated Systems, Inc., East Hartford, CT and through a channel of value-added resellers. glinda camilla
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