Quality Improvement

Quality Monitoring & Training

As your support center grows, it becomes a challenge to maintain the quality and consistency of each and every customer interaction. But how do you devise a Quality Monitoring plan that won't cause your people to start surfing for a new job at Monster.com in between phone calls? KR Consulting knows how to set up Quality programs that get your professional's buy-in and create an atmosphere of mutual learning and commitment to customer service. We can assist you to create a Quality program that is appropriate for your size and your culture, while improving your customer's experience with your support professionals. Once your Quality program is designed, we can present Customer Service Skills for Techies training for all your professionals. In this seminar, we present both industry-standard customer service skills plus the exact requirements of your Quality Interaction Evaluation form, thus ensuring that service skills learned during training are enforced in the Quality process. The end results of a well-deployed quality program are loyal customers, and, believe it or not, happier support professionals!

KR Consulting begins planning a new Quality Monitoring program by asking the stakeholders key questions about the quality program. Some of these questions might be: What is the expected outcome? How do you define quality? How will you measure quality? We then create a process that addresses the issues defined by your stakeholders. In defining a quality interaction, we might observe the outstanding performers in your support center, and analyze their work in each of the major segments of a technical service interaction. What makes their interaction so successful? What techniques do these superstars use to effectively resolve issues, and interact with the customer? After identifying these qualities, we can create the framework for a Quality Interaction Evaluation form.

Your Quality Interaction Evaluation form is first presented to your analysts in Customer Service Skills for Techies training. In this interactive class, your analysts discover and practice the skills to make every customer interaction a success. In addition to presenting your Evaluation form, we also cover topics such as:

· Customer communication skills

· Building rapport

· How to handle different customer challenges

· The structure of a technical support call

· Five secrets to projecting confidence and creating satisfied customers

At KR Consulting, we feel that customer service skills training must be tied to your Quality program. While your training program introduces the concepts of the Evaluation form, the Quality process continually reinforces positive customer service skills learned during training.

KR Consulting pilots the new Quality program to ensure that your plans stand up under the harsh realities of real service delivery. Implementing the new program, like any change, must be planned carefully and marketed thoroughly. KR Consulting is there to guide you right through implementation and beyond, to quantify the program's success! For more information, click here.

Hiring & Training

Hiring, Training & Career Pathing

Are you concerned about retaining more of your best support professionals in your Support Center? High turnover is not a given in a support center, and there are many things that you can do to create an environment in which your support professionals are challenged, appreciated and loyal. KR Consulting will focus first on your hiring programs, to make sure that the employees that walk through your door are well suited to succeed in your Support Center. Then, we'll devise a Career Path and Training program for all support professionals. You'll find that you'll save a lot of money by increasing the retention of your professionals, and that customer satisfaction and loyalty will increase also.

Do you use the warm-body test in hiring support professionals? Is your idea of an ideal candidate someone who has the best technical knowledge? If so, you are hiring the wrong way. KR Consulting can help you design a complete hiring program that assesses candidates for the qualities that you know make them successful in your support center, and ensures that you give each candidate a fair evaluation. We can also help you design training programs, both initial and ongoing, that not only help new reps handle the "first day on the phones" jitters, but keep your professionals on a continuous learning curve as long as they work at the Support Center. Lastly, creating a Career Path within your group helps your professionals realize that there is a future for them in your support center, and their accomplishments will be recognized. If you would like more details about this service, click here.