haresh hiranandani1314164366

I have a slightly different opinion on the Fatal's or any defects. The Defects are caused becuase the system allows the same or the process allows teh same. The processes/technology shoudl be in such a way that it shoudl be IDIOT Proof. In the past I have observed that the simpler way to pass on the buck is blame on the CSR, but people forget that CSR's are trained by us and they have a different presuure to perform keeping in mind the multiple updates that they get from multiple depts. If You want First Time Right, then design the systems are processes around that. Have you ever met a person in a feedback who says that he has intentionally made a mistake. Just Imagine if the same would have been thought in an airline industry, every error would be bifurcated in people and systems, we would have more people error then system. Coming back, it sounds good to put people in a Performance Improvement Plan however remember until yuor proceses and systems are not up to the mark, these fatals will always occur.

Outbound processes are mainly targeted by the sales generated. however there is no datamining done on the demographics of a customer before buying the database. this results in not only non - contactibility but also incorrect targets. The other areas of a project could be increase in sales per person, increase in productivity in terms of value. Less FTE for higher sales, change in processes for faster fulfilment, etc

Motivation is intrinsic in nature, what can be done is you start rewarding good behavior or start a contest where in trehy can nominate their calls for excellent customer handling skills and once you start awarding tehir peers everyone would want to ape and get tehir names on the boards and highlighted to senior management. It worked at my end, you can try for the same.

in softer elements, the QC form works best to reduce the defects on soft skills parameters. For eg : empathy/sympathy is something which is difficult for any officer to understand as they have mutiple calls, however if the same is done through a call listening session, they are the first ones to point out. And if people get into the self analyse mode then it is much easier for you to drive the point and get a reduction of defects. Change is something which can only be bought if self realization is present. Thanks Haresh