社内第三者機関である品質本部によるリアルタイムモニタリング、通話履歴の内容等を弊社基準で数値化し、エージェントと管理者へフィードバックします。また、現場においても、ケーススタディとして匿名での失敗例、担当者名を挙げての成功例をチームリーダーから随時共有し、各エージェントがさらに高品質のサービスを行うサポートを行います。
4.25に加え、月次で個人目標を設定し、進捗を日別、人別で管理します。日別の推移を見ながら、フィードバックと対策の策定、改善活動の実施を行います。
Rating
51
Translation / English
- Posted at 04 Oct 2018 at 10:36
We make figure of the real-time monitoring by Quality control department, being internal third-party organization, content of call history, etc, and send the feedback to the agency and management. Also, team leader will share the case of failures under anonymity and that of successes with individual name to the members as needed. We support each agency to provide more high-quality service.
In addition of 4.25, we set the individual target monthly, mange the progress in daily and individual basis. Checking the daily process, we make the feedback and countermeasure, and execute the improvement action.
In addition of 4.25, we set the individual target monthly, mange the progress in daily and individual basis. Checking the daily process, we make the feedback and countermeasure, and execute the improvement action.
Rating
50
Translation / English
- Posted at 04 Oct 2018 at 10:43
We will feedback to the agent and the person to control by real time monitoring by quality head-office which is the third party in the company and contents of such as phone history in number at our standard. In addition, in real shops, as case studies, in anonymity, we share at any time, failed examples and succeeded examples with person in charge, and we support each agent can give further higher quality services.
In addition to 4.25, we set individual monthly aim, and organize it daily and individually. By checking daily move, we will carry out feedback and measures and improvement activities.
In addition to 4.25, we set individual monthly aim, and organize it daily and individually. By checking daily move, we will carry out feedback and measures and improvement activities.
Rating
50
Translation / English
- Posted at 04 Oct 2018 at 10:37
At our standard, we quantify real-time monitoring, call history, etc. by the quality management team as an internal third party and provide feedback to agents and administrators. Also as a case study, team leaders share anonymous failure examples as well as success case with the actual person in charge at all times to help each agent providing a higher quality service.
In addition to 4.25, an individual goal is established monthly and the progress is managed per day and per person. By looking at the daily trend, we provide feedback, establish countermeasure, and improvement activities.
In addition to 4.25, an individual goal is established monthly and the progress is managed per day and per person. By looking at the daily trend, we provide feedback, establish countermeasure, and improvement activities.
Rating
51
Translation / English
- Posted at 04 Oct 2018 at 10:38
We digitize real-time monitoring by the quality headquarters which is an in-house third-party organization, contents of call histories etc. according to the company's standards and provide feedback to the agents and administrators. Also at the workplace, we will share case examples with failed examples anonymously, success stories and the names of people in charge from time to time, and we support each agents to provide even higher quality services.
In addition to 4.25, we set individual targets on a monthly basis, managing progress by day and person. While looking at the daily trends, we will formulate feedback and measures and implement different measures to improve our activities.
In addition to 4.25, we set individual targets on a monthly basis, managing progress by day and person. While looking at the daily trends, we will formulate feedback and measures and implement different measures to improve our activities.
Rating
50
Translation / English
- Posted at 04 Oct 2018 at 10:46
Through real-time monitoring by the in-house third-party quality division, we will be evaluating calls by company standards, and giving feedback to agents and supervisors. Furthermore, we will also conduct on-site anonymous case studies of failed examples, and, as needed, team leaders will share the names of successful examples. We will also conduct a quality assurance support service for each agent.
In addition to 4.25, we will set individuals' goals via monthly checks, manage daily progress, as well as each individual. By looking at the daily process, we will formulate policies and implement improvement measures.
In addition to 4.25, we will set individuals' goals via monthly checks, manage daily progress, as well as each individual. By looking at the daily process, we will formulate policies and implement improvement measures.
