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Top Adding - Top Ten Tips For Implementing A Call Center Quality Monitoring Solution
1) Write a clear outline of the reasons behind bringing a call recording system into your call center’s work flow:
o Benefits to agents
o Benefits to customers
o Benefits to company
It’s always good to start with an
o Benefits to agents
o Benefits to customers
o Benefits to company
It’s always good to start with an
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
outline before rolling out something new. It’s like using a recipe before you cook. Not sure if that’s the best comparison, but you get the picture. Your outline is your blueprint for success.
2) Introduce the concept of quality monito
2) Introduce the concept of quality monito
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
ring well in advance and initiate tasks to empower agents to participate in the process
o The purpose of call quality monitoring is NOT to catch employees slacking off, but to help improve customer service and meet overall performa
o The purpose of call quality monitoring is NOT to catch employees slacking off, but to help improve customer service and meet overall performa
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
nce metrics.
o Employees can help define the quality assurance metrics and play a significant role in continuous performance improvement
Always use the word “we” when addressing your employees. Make sure they know that you’re
o Employees can help define the quality assurance metrics and play a significant role in continuous performance improvement
Always use the word “we” when addressing your employees. Make sure they know that you’re
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
on the same side and that this implementation will benefit everyone in the company – you aren’t trying to catch someone playing solitaire or visiting illicit web sites.
3) Reiterate company customer service goals
o Customers are t
3) Reiterate company customer service goals
o Customers are t
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
he ones who actually pay salaries and wages
o It is often much easier to retain customers than get new ones
o Treat all co-workers as customers and good habits will form
This should hardly be done only for purposes of the
o It is often much easier to retain customers than get new ones
o Treat all co-workers as customers and good habits will form
This should hardly be done only for purposes of the
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
call monitoring implementation, but should be reiterated often. The most successful companies in the world are the ones with the strongest customer service beliefs, unless of course, you count organized crime.
4) Create a “team” atmos
4) Create a “team” atmos
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
phere for your agents
o Set up a team recognition and rewards program
o Highlight stellar service examples via internal emails and newsletter articles/photos
o Sub-teams should be formed to make task management easier
o Set up a team recognition and rewards program
o Highlight stellar service examples via internal emails and newsletter articles/photos
o Sub-teams should be formed to make task management easier
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
Is it any wonder why basketball teams full of confident role players (2003-2004 Detroit Pistons) always overachieve while collections of individuals seem to fail (2005-2006 New York Knicks)?
5) Make sure the Telephony and IT sub-team
5) Make sure the Telephony and IT sub-team
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
s know their roles and responsibilities in carrying out their end of the plan
o All part of the same larger team along with the agents, managers and supervisors
o Create detailed project plans for each sub-team
If your IT
o All part of the same larger team along with the agents, managers and supervisors
o Create detailed project plans for each sub-team
If your IT
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
and Telecom teams are uninformed about a new implementation, and they find out about it just as the call recording servers are rolled in to the data center, there may be unforeseen complexities that could have been prevented unnecessar
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
y problems.
6) Educate your call center agents on their sub-team’s specific quality improvement goals
o Increase upsells
o Increase saves
o Increase new sales
o Call time to resolution
o Caller time on hold
6) Educate your call center agents on their sub-team’s specific quality improvement goals
o Increase upsells
o Increase saves
o Increase new sales
o Call time to resolution
o Caller time on hold
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
o Ask them for other ideas
“Our common goals are to increase upsells by 40% over the next two quarters. We believe we can accomplish this by focusing on improving our customer service techniques in the call center.”
7) Include a
“Our common goals are to increase upsells by 40% over the next two quarters. We believe we can accomplish this by focusing on improving our customer service techniques in the call center.”
7) Include a
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
gents in coming up with evaluation criteria and forms
o once the metrics are defined, your agents can help you define evaluation criteria, in essence, creating the forms
Self-evaluation is often one of the most effective building
Self-evaluation is often one of the most effective building
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
blocks to improvement. More and more companies are asking their employees to perform self-evaluations – and it’s not because managers are lazy.
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what c
8) Appoint a few agents to a “system review sub-team” to represent agent feedback on what c
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
ould be improved with the quality monitoring program.
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provi
o System improvements wish list
o Team goal review
o Evaluation criteria review
This would be akin to asking Derek Jeter, Jorge Posada and Mariano Rivera to provi
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
de input to Yankees GM Brian Cashman relative to personnel additions, potential team chemistry issues, etc. Their input is invaluable because they are out there everyday in the trenches, just like their call center agent counterparts.
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
9) Throw a great kick off party
o Announce weekly performance goals and prizes
o At the party, allow your agents to evaluate supervisors’ calls Every great party needs a contest with fun prizes. Give the best evaluations a co
o Announce weekly performance goals and prizes
o At the party, allow your agents to evaluate supervisors’ calls Every great party needs a contest with fun prizes. Give the best evaluations a co
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
ol gift, such as a Starbucks card or Ebay gift certificate.
10) Schedule a benchmarking session with another call center that has been quality monitoring for over a year and seen improvements
o Exchange discoveries, stats, tips
10) Schedule a benchmarking session with another call center that has been quality monitoring for over a year and seen improvements
o Exchange discoveries, stats, tips
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
>
Not only would this be a fun exercise, but watch people relate as they realize common issues in their everyday jobs – and watch them bond as they solve these problems….then watch your company’s customer service goals be accomplished.
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
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