ss0063244

Hi, As per my experience with Fatal Error reduction program, start with the identification of the parameter at which the CSR being marked down,it may be the soft skill parameters like rudeness on the call,not empathizing the customer,attentiveness,willingness missing on the calls,language mismatch,parallel talking during customer engagement or it may be related to the wrong or incomplete product information. To reduce fatals on Soft skills-TNA can be done,training can be aligned ,one on one feedbacks can be given,pre and post analysis can be done. To reduce fatals on product knowledge : Reason of fatal on product knowledge may vary. It is possible knowledge tools are not updated and CSR provided wrong information. CSR not updated with latest updates, there may be a technology failure or knowledge tools not get opened while CSR tried to open that for providing information to the customer. CSR coming office after a gap but not taken the refresher training. Apart from this there may be other reasons as AHT pressure to wrap the call, montonous routine,Earn more talk more type schemes where CSR more inclined towards the Quantity of the calls rather than call Quality.Floor support may be missing to solve the Queries during peak hours, and technical failures.