Tue Jun 4, 2019
Author: RV News Staff
Lippert Components announced today that it has launched Quality 2.0, a contact center within the company’s customer services division. The new quality management program focuses on cultivating best practices among frontline employees to provide customer service.
“We’re continually re-evaluating our processes and striving for continuous improvement among our team members,” Lippert’s Director of Customer Services Nicole Sult says. “Quality 2.0 is a major step towards improving our internal evaluation process in order to support increased customer satisfaction.”
It removes agent scoring and instead places emphasis on the team member’s interactions with customers. Through objective questions and monthly, one-on-one coaching sessions between front line team members and supervisors, the contact center team members is expected to work together to find ways to improve.
Just 10 percent of contact centers have an established quality management program that does not include scoring, according to the International Customer Management Institute. ICMI encourages companies to stop scoring employees because they they tend to adversely affect team morale, which in turn, can negatively influence quality, efficiency and productivity.
Lippert did away with its extensive, score-based evaluation because it caused team members to focus on the grade they received, instead of taking the intended proactive approach of focusing on feedback and solutions for the future, Lauren Hinkle, an LCI leader in training customer service, says.
“At the end of the day, it is about equipping team members with the best training and tools, with the ultimate goal of helping them provide excellent customer service,” she says.