| Sponsored Links | |
This article answers your question.
There were many ways to evaluate the quality of a product, for instance: to calculate how much you have to sell, calculate how much return, add and calculate the percentage of quality complaints. It is also possible to evaluate the production process with the same indicator. This is what performance management is all about.
Quality of service can not be measured in the same way. The reason for this is that you can not count the service. You offer services such as presence (availability) or by following someone. Quality in a case that can only be felt and will be the judge subjectively.
Nevertheless possible to introduce performance management in environmental services. You will be notified when contacted your service provider, at the end of the call they will ask you: "please wait, we want to ask if we handle these calls in the right way." This is the last line in the script call center agents.
Looks like a powerful feature because you offer clients a vote at your service.
However, in practice you will be served by call center agents who can not help that the service is down but that will say this with a friendly manner. Now how do you rate this service? With the fact that he is down, or that you have a warm conversation with agent?
As your first reaction may respond positively to such evaluation. You think that the service provider who really cares, so when you have attended a fair and friendly, you press "1" - show that you have served well.
But this only covers part of the call center agent. Most service providers more and more dependent on the (technical) infrastructure and the client will call the help desk only if there is a problem. Even if you have attended a good, service is still down.
That's where the performance management system will not match with what you need in the environment ministry.
When using these systems you will signal to the client that the service depends on the agent answering the phone, while offering a team approach to service is a far more complex and not measurable by the individual members within the team.
This will lead to bias in what according to your measure, and what you really feel the client.
In my experience as a user's hard to get the service I was told that there is a problem with the service. If there's a problem - and I call just after I truly believe that there - never said I, 'yes sir, you are entitled to return we had a problem. " Instead they start with the script normally. Did you restart your PC, router, etc, etc.
I think many users will assess the services of this kind of honesty (yes we have a problem, but we're trying to fix it) than the introduction of the system you would have to use, but do not ask. You just want everything to work, and as a client you know (most of the time) when it happened and when not.
The introduction of any system should serve the purpose. In this case, when implementing performance management, you should ask what the real goal is: impressive client or really to measure how well your services are doing. In the latter case you do not need to involve the client.
In most cases, the environmental management performance at the best services can be implemented without the client knowing it.
By Hans Bool, Article Source:
http://EzineArticles.com/?expert=Hans_Bool
Hi there! glad to drop by your page and found these very interesting and informative stuff. Thanks for sharing, keep it up!
ReplyDelete- business performance management