As call center best practices go, this one could be argued if it is actually number one.
I say yes, for many reasons. In any event, if you add this one to your arsenal then your teams with be that much better. And believe me, this one is harder to follow-through on than most. It requires dedication and a discipline to make sure that the positive ideas that have been put into place, stay in place.
It’s hard to find call center employees that can maintain positive change, the ones that can do it by inspecting to make sure the process is still being followed.
Let’s face it, we all get busy, and it’s easy to cut corners or to get so focused on other things that you forget to make sure the outlined process is being followed. This is so easy to fall victim too. It has happened to my operations in the past.
So what are the steps to follow, to make sure you Inspect What You Expect?
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To Your Success,