Call quality standard and operator types
Posted: Wed Jan 22, 2025 7:17 am
Quality standards allow you to do things well. It's simple! At each stage of the project, a list of quality parameters is required. A checklist, if you like.
Operator performance quality standard
It's simple. Really simple!
Call according to the script
Maintain correct intonation
Minimally familiarize yourself with the product
Observe dialogue moratoriums (don't tell the client to go to hell, for example)
Of course, depending on the project and the task, the list can be ecuador mobile phone numbers databaseexpanded. However, the base is the base!
If the operator calls as he pleases, tells the Customer's future clients outright nonsense, at best, the Customer will simply leave you.
The decision maker will simply not listen to a sluggish operator who seems to have taken porridge in his mouth. And would you?
The product must be understood at least 10%. Here we sell bread, and here metal structures. In both issues, it is necessary to understand at the level of understanding, the operator must explain in simple words "what is this product?"
For compliance with quality standards - a bonus. For non-compliance - a fine. Everything is strict, otherwise the operators do not understand.
KPI for operators can be included starting from the 2nd month of work on a permanent project.
For what KPI: for the fact that the operator works well and there are no problems. This means that the project will be extended.
Along the way - fines. Mirror with the contract to the client and according to quality parameters.
The problem is that 90% of people do not understand the rules of the game, which means that only a fine will make them think "work and develop, or go to the checkout in the store."
Cynically, but otherwise we will not achieve:
- high-quality project execution
- order in work
- quality of operators' work
And you need to be fierce right away. At first, you will need to pay a lot of attention to the selection, which will pay off a hundredfold.
The operator is hassle-free:
- does not require replacement
- does not require major adjustments
- a contender for promotion
Types of operators
Of course, there are quite a lot of variations of employees, let's highlight the main ones.
Student
A typical student, looking for a part-time job. Little experience, but ready to perform all tasks. It is important to set the task in a directive manner, with precise instructions.
Khabalka
Regardless of gender. An operator without the required level of qualification, however, thinking that the salary should be higher than the director and in general, this operator himself is irreplaceable. It is quite difficult to determine at the selection stage. To fire - immediately and demonstratively.
Operator performance quality standard
It's simple. Really simple!
Call according to the script
Maintain correct intonation
Minimally familiarize yourself with the product
Observe dialogue moratoriums (don't tell the client to go to hell, for example)
Of course, depending on the project and the task, the list can be ecuador mobile phone numbers databaseexpanded. However, the base is the base!
If the operator calls as he pleases, tells the Customer's future clients outright nonsense, at best, the Customer will simply leave you.
The decision maker will simply not listen to a sluggish operator who seems to have taken porridge in his mouth. And would you?
The product must be understood at least 10%. Here we sell bread, and here metal structures. In both issues, it is necessary to understand at the level of understanding, the operator must explain in simple words "what is this product?"
For compliance with quality standards - a bonus. For non-compliance - a fine. Everything is strict, otherwise the operators do not understand.
KPI for operators can be included starting from the 2nd month of work on a permanent project.
For what KPI: for the fact that the operator works well and there are no problems. This means that the project will be extended.
Along the way - fines. Mirror with the contract to the client and according to quality parameters.
The problem is that 90% of people do not understand the rules of the game, which means that only a fine will make them think "work and develop, or go to the checkout in the store."
Cynically, but otherwise we will not achieve:
- high-quality project execution
- order in work
- quality of operators' work
And you need to be fierce right away. At first, you will need to pay a lot of attention to the selection, which will pay off a hundredfold.
The operator is hassle-free:
- does not require replacement
- does not require major adjustments
- a contender for promotion
Types of operators
Of course, there are quite a lot of variations of employees, let's highlight the main ones.
Student
A typical student, looking for a part-time job. Little experience, but ready to perform all tasks. It is important to set the task in a directive manner, with precise instructions.
Khabalka
Regardless of gender. An operator without the required level of qualification, however, thinking that the salary should be higher than the director and in general, this operator himself is irreplaceable. It is quite difficult to determine at the selection stage. To fire - immediately and demonstratively.