I was watching pre-season football last night and thinking about service quality (I know it sounds strange but just think of it as multi-tasking). When I’m talking to people about Quality Assessment (QA) and encouraging them that they can and should monitor their company’s phone calls, the first reaction is often the "big brother" syndrome. People are afraid of how the process will be received by their front-line teammates. My experience is that, when it’s done right, call monitoring is accepted as tool to help people succeed. The "big brother" concern is understandable, but exaggerated.
Consider the following examples from other professions:
- A football player must watch hours of video tape, breaking down each play and each move they made in the game. They learn from watching what they did right and what they could have improved. They break down each play into component parts in order to perfect their game.
- Great actors on a movie set learn to watch their takes with the director. They break down the scene and figure out how they can alter their voice and movement to perfect their craft for the camera and the audience.
- Musicians often pour over tape in the studio and go over their takes with a fine-toothed comb in order to figure out what needs to be added, altered or pulled from the song to make it right.
The process is really no different when it comes to service and sales on the phone. When customers call it is critical that you mix a winning combination of resolution, courtesy and friendliness. Capturing those moments of truth, breaking them down to figure out how to provide the best experience for the customer and then coaching your people to do their jobs well is being a good leader.