100,000 Call Maintenance

Regular maintenance required. I'm a believer in regular maintenance on my car. Through the years I've owned several cars and I've found that following the maintenance schedule makes a huge difference in the life and durability of the vehicle. My car doesn't need the exhaustive 100,000 mile maintenance every 3,000 miles. It only needs an oil change.

I'm also a firm believer in an exhaustive assessment of service quality. Not just subjectively considering how I thought a Customer Service Representative (CSR) did on a particular call, but a systematic, statistically valid and comprehensive analysis of what is, and what is not, happening when a CSR picks up the phone to talk with a customer.

I watch companies who, for the sake of time/energy/ease, will assess their agents on a small list of fairly subjective elements. It's fine. It's good. It serves the purpose of checking the oil and keeping the quality effort lubricated. However, sometimes there's a crack in the brake line that will prove costly, even deadly, if it's not caught and remedied. Pulling the oil dipstick every 3,000 miles isn't going to warn you of a problem with the brakes.

I understand you don't have resources for a comprehensive tune-up every day, but an exhaustive and objective assessment of the call center on a regular, if periodic, basis isa great way to ensure your service delivery continues running smoothly over time. It can help you catch little problems and blind spots before they become tragic and costly issues.

  1 comment for “100,000 Call Maintenance

  1. February 19, 2010 at 5:22 am

    Nice post.Thank you for sharing.

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