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QUALITY ASSURANCE

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by

Jillian Jones

on 3 July 2015

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Transcript of QUALITY ASSURANCE

WHERE
WILL IT BE COMPLETED:
WHEN
THE BANK OF AMERICA QUALITY ASSURANCE TEAM WILL TEACH ON QUALITY WITH AN EMPHASIS ON PERSONAL SERVICE DURING ELITE TRAINING FOR CSR'S.

ONE FULL DAY OF TRAINING WILL BE DEDICATED TO LEARNING ABOUT THE IMPORTANCE AND IMPACTS OF QUALITY AS IT RELATES TO PERSONAL SERVICE.

PILOT TRAINING CAN BEGIN WITH UPCOMING NEW HIRE CLASS. THIS CLASS WILL BE MONITORED TO TRACK LASTING IMPACTS.
HOW
WILL WE MAKE IMPROVEMENTS:
WHO
WHAT
WILL BE NEEDED:
IN CONCLUSION:
Understanding the importance of providing great personal service to our client is one of the key drivers of our presentation. It is crucial that we are able to provide an effective learning environment accompanied with the right tools to ensure a lasting impact. Hence, to make certain that these learned practices are consistently used, we need to establish a recognition model for our CSR's. We are aware of the current recognition practices in place at the moment, but a little revising can make a large difference on how CSR's perceive personal service and apply it in their calls.
Richards B. Cohen, billionaire and chairmen of C&S Wholesale Grocers Inc, has implemented an “incentive structure” that rewarded employees when they did an outstanding job. The article,
Hidden Billionaire Cohen Hauls Fortune in Unmarked Trucks- by Brendan Coffey
, focuses on the fact that Mr. Cohen was able to recognize his employees' great work which increased company moral. By increasing company moral, clients were much happier with the service being provided and customer service results drastically increased by 5%.

CSAT BOTTOM
BANK OF AMERICA
GLOBAL HUMAN RESOURCES

CUSTOMER SATISFACTION RESULTS
THANK YOU!
- QUALITY -
GLADIATOR- PROBLEM I
WILL LEAD THIS INITIATIVE:
BANK OF AMERICA
QUALITY ASSURANCE TEAM
- A DEDICATED TEAM OF INDIVIDUALS WHOSE PRIMARY FOCUS IS ON ENHANCING THE QUALITY PRACTICES OF THE SERVICE CENTER.
- RESPONSIBLE FOR DEFINING A PROCESS FOR ACHIEVING AND IMPROVING QUALITY FOR THE BANK OF AMERICA TEAM.
- WORK CLOSELY WITH THE TEAM MANAGERS TO IDENTIFY CSR'S NEEDING ASSISTANCE PRODUCING HIGHER QUALITY SCORES.
- THE QUALITY EXPERTS!
CLIENT MANAGERS
TEAM MANAGERS
CLIENT SPECIALISTS
QUALITY ASSURANCE TEAM
CUSTOMER SERVICE REPS
BANK OF AMERICA
GLOBAL HUMAN RESOURCES
BANK OF AMERICA
GLOBAL HUMAN RESOURCES
TRAINING MATERIALS
MOCK CALL EXAMPLES
PRACTICE SCENARIOS
END-OF-TRAINING TEST
TM COLLABORATION
HUDDLE TIME
Y CORDS
BANK OF AMERICA
GLOBAL HUMAN RESOURCES
WILL THIS TAKE PLACE:
BANK OF AMERICA
GLOBAL HUMAN RESOURCES
BANK OF AMERICA
QUALITY ASSURANCE TEAM
http://www.bloomberg.com/news/articles/2013-08-05/hidden-billionaire-cohen-hauls-fortune-in-unmarked-trucks
http://www.truth-out.org/opinion/item/21349-the-office-of-the-future
http://www.tlnt.com/2013/11/22/top-3-employee-rewards-and-recognition-trends-for-2014/
BOX REDUCTION
PROPER PLANNING PREVENTS POOR PERFORMANCE

**ONGOING EFFORTS WILL BE MADE TO PROMOTE QUALITY ASSURANCE WITH SEASONED CSR'S**
TEACHING

DEFINITION OF PERSONAL SERVICE
FRIENDLY / UPBEAT TONE
EMPATHY PHRASES
ASSURANCE STATEMENTS
TAKING OWNERSHIP
HANDLING CONFERENCE CALLS
HANDLING DIFFICULT CALLS
ADMINISTERING
TRAINING: ORIENTATION AND REFRESHERS
TEAM CALIBRATION HUDDLES
TEAM QUALITY HUDDLES
MONTHLY SURVEYS USING SURVEY MONKEY
CALL SHADOWING
IMPLEMENTING
PERSONAL SERVICE PAGE IN CALLFLOWS
PERSONAL SERVICE PAGE ON SHAREPOINT SITE
-TURN OUR "KUDOS" BOARD INTO THE "QUALITY" BOARD-

-PROVIDE MONTHLY RECOGNITION TO INDIVIDUALS DISPLAYING 100% CSAT SCORES-

-PROMOTE QUARTERLY COMPETITION BETWEEN TEAMS-
WINNING TEAM WILL RECEIVE:
EMAIL BLAST
LUNCH-IN
DISPLAY RESULTS ON THE FRONT WALL PROJECTOR

-SEMI-ANNUAL RAFFLES THAT INCLUDE; PTO/VTO, GIFTS, AON STARS, ETC.-


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