Presentation from Ted Nardin, President, Quality3 and Ray Quiñones, Vice President and Six Sigma Black Belt, Quality3 on Quality Customer Service in the Call Center Environment. Presentation made to the Tampa/St Petersburg section of ASQ on Feb 9, 2009

1. Quality Customer Service
in the Call Center Environment
What happens when you dial that 1-800 number?
Ray Quiñones
& Ted Nardin
February 9, 2009
Quality3 Customer Service 1
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2. A Brief Exercise
• Please discuss with a person sitting next to you:
– A recent toll free call you made where you received good
customer service. This call made you feel good about
doing business with this particular company.
– A recent toll free call you made where you received less
than desired service. This might have caused you to think
twice about continuing business with this company.
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3. In the “Old Days” Getting Help Was Easy
Back in the early years of customer support, calling for
help was as easy as:
• Identify your problem,
• Call the person who sold you the product,
• Ask your question, and
• Get the answer and go on your way.
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4. Example of Workforce Demands
Volume Wait Expectation Solution
30 calls per week No concern 1 Agent
12 hours, 5 days
30 calls per week Low Wait 3 Agents
12 hours, 5 days
30 calls per week Moderate Wait 15 Agents
24 hours, 7 days
1000 calls per week Moderate Wait 20 Agents
24 hours, 7 days
1000 calls per week Low Wait 30 Agents
24 hours, 7 days
10,000 calls per week Moderate Wait 65 Agents
24 hours, 7 days
250,000 calls per week Moderate Wait 8,000 Agents
24 hours, 7 days
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5. Now, It’s a Little More Complicated
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6. Actually, It’s Much More Complicated
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7. Example Points of Failure
Potential Failure Point Process
Right Person • Recruiting Practices
• Selection Standards
• Testing Validation
In the Right Place • Skill Routing
• Schedule Communication
At the Right Time • Forecasting and Planning
• Real Time Management
With the Right Skills • Training
• Coaching
• Ongoing Learning
• Employee Retention
Solving Problems, • Workflow Processes
Making Sales • Tools
• Training
Delighting Customers • Environment for Success
• Caring, Work Pride
• Defined Goals
• Standard Measurements
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