Innovative Strategies to Build Service Excellence

Article

Adler, Seymour   (2000, ASQ)   Assessment Solutions Incorporated, New York, NY

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18863    September 2000    pp. 1-17
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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: SQD presentation

[PowerPoint presentation slides only]

Focused on providing companies with human resource solutions, Assessment Solutions Incorporated understands the importance of quality customer service. Customer loyalty and retention relates directly to profitability, and employee selection, development, and management are key contributors. Investing in staff leads to growth in revenue, employment, stock price, and net income, and makes further human resource development more efficient and effective. Employee selection is improved through the use of appropriate methods, which may include job tryouts, ability tests, interviews, and even random selection. Performance management through call monitoring boosts customer satisfaction, improves service consistency, helps to identify problems, and reduces failure costs. Customer satisfaction ratings also increase for companies committed to staff training and development. Strategies to enhance agent skill and motivation provide clear and reliable returns on investment.

Keywords

Call center,Customer service,Return on Investment (ROI),Employees,Human resources (HR),Employee retention


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