seat58F
outsourcing relationships: international, inter-economic, interpersonal
September 4, 2010 ~ 10:45:49 AM * -07:00ST
was that so hard?
Post # 227 by
rc on April 10th, 2009 ~ 07:57:51 AM
Posted as complaints |
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complaint mgmt is a little detail that can trigger enormous insight on several levels. there resistance to formal implementation because of perceived training and tooling issues. these aren’t that hard to overcome.
training challenge #1: teaching the account managers to respond effectively to complaints. reaching out to the end-user who originated the complaint yields more insight and moderates the concern. Then, for the service manager, stating an action plan that is tracked on the operations scorecard builds credibility. Finally, tracking complaints by end user will give the service manager a better handle on his organization.
training challenge #2: teaching the agents to recognize a complaint. usually, complaints are subtle, they are not forcefully stated. Take into account the culture of the end user and the relationship between the end user and the agent. Its not unusual for the agents to have been former employees of the outsourcing organization and this influences the words and emotions used when presenting a complaint.
after overcoming the roles and responsibilities panic, the service mgmt architecture people inevitably get to the topic they are most comfortable with and that is “tooling”. this should not be a big deal; it does not require new platforms and integration work. just tweak your workflow platform or even adopt an internal blogging platform to register the content. there should be no whining related to the acquisition cost of complaint mgmt tooling.
