I have recently joined a call center as a "Training & Quality Lead." The process I'm accountable for is a Retention process. I do have 7 years of experience in Quality as a Sr. Quality Executive; however, it has only been in customer services. This is the first time I am working on an Outbound process and facing a lot of challenges.
While I am well-versed in improving Quality, I am not very familiar with how to help agents increase their productivity in retaining customers. The on-site Client seems primarily concerned about productivity, inquiring about my action plan to increase it and seeking daily improvements in numbers.
Therefore, could anyone please assist me by suggesting how to address this situation and enhance productivity?
Thank you.
From India, Delhi
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1While I am well-versed in improving Quality, I am not very familiar with how to help agents increase their productivity in retaining customers. The on-site Client seems primarily concerned about productivity, inquiring about my action plan to increase it and seeking daily improvements in numbers.
Therefore, could anyone please assist me by suggesting how to address this situation and enhance productivity?
Thank you.
From India, Delhi
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Thank you for your help, Nashbramhall. It's a retention process for Airtel DTH customers. The client provides the data of all Airtel DTH customers who are not recharging their accounts for 0 to 30 days, 30 to 60 days, and more than 180 days. Airtel also offers some incentives based on the duration of non-recharge; however, these customers belong to the Tier 3 category (Rural Areas Customers).
Regarding employee quality, these agents have low-quality profiles.
From India, Delhi
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Regarding employee quality, these agents have low-quality profiles.
From India, Delhi
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