Inspired by the quote “We have two ears and one mouth so that we can listen twice as much as we speak, Transcom San Fernando decided to organize “Listening workshops” for our agents. The main purpose with our workshops was to create a training process whereby the team could learn - in a positive and dynamic way - about the mistakes that were made, and how to do better next time. Investing time and effort in this kind of training will result in an improvement in our agents’ performance, as well as in the quality of calls, which will have a positive impact on the overall customer experience we deliver. The workshop was split in two different types of sessions:
- Individual monitoring: The team leader joins each member of his team to listen and evaluate the calls attended by the agent. It allows a positive and constructive self-criticism and a moment of reflection about the mistakes made during the call.
- Team monitoring: A group of agents and their team leader, a senior, team leader and a Product Specialist, gather around a call that exemplifies all the most common service deficiencies, analyze them together and learn from each other’s experience.
Each team leader then has a constructive “Listening workshop” with her or his team. This way, the team has a specific time to work on quality, which results in agents getting a better understanding of the importance of a good call and the impact it has on our customers’ overall service experience. During 2014, we will award the agents and teams with the best quality rates on a monthly basis, with a poster with their photos, rewarding not only the achievement of sales goals, but also the featured agents’ skills.