Introduction of Universal Call Quality Standards

Client Needs and Objectives:

Having use the Harding & Yorke Empathy Audit to measure how it felt to be a Vodafone customer over a period of time, a project was launched to introduce a new set of call quality standards across the business.  We were asked to deliver a programme which would:

• Use measurement to improve customer experience in line with brand values
• Improve quality and consistency of call monitoring and coaching across all contact centres
• Reduce the number of quality forms used from 12 to1
• Increase the number of interactions measured for quality by 100%
• Transfer skills to internal trainers to avoid dependence on any external agency.

What we did:

• On-site discovery to understand current practices
• Design universal call quality form for use in all areas

• Facilitated workshop involving representatives from all centres
• Measures include process and behavioural elements
• Scoring weighted to achieve balance and emphasis on areas of importance

• Measures linked to external research and brand values
• Team Leaders trained to evaluate and coach using new form
• Accreditation and alignment processes put in place to ensure consistency of interpretation
• ‘'Train the Trainer programme to train and accredit in-house trainers to deliver skills training and accreditation going forward

Outcomes:

• All agents now call monitored and coached on behaviour & content of calls.
• Number of evaluations delivered monthly increased by 570%.
• Universal measure implemented in 13 contact centres with over 500 team leaders & coaches trained.
• Central reporting - all sites can be compared on the same measures
• 7 internal trainers accredited to deliver induction and refresher training on an ongoing basis.