Lippert Components Inc. (LCI) announced that it has launched Quality 2.0, a contact center quality management program within the company’s customer services division. According to a press release, Quality 2.0 “focuses on cultivating best practices among front-line team members to provide excellent customer service and to create exceptional customer experiences.”
LCI’s new contact center quality management program removes agent scoring, and instead, places emphasis on the team members’ interactions with customers. Through objective questions and monthly, one-on-one coaching conversations between front-line team members and their supervisors, contact center team members and team leaders work together to identify areas for quality improvement.
“We’re continually re-evaluating our processes and striving for continuous improvement among our team members. Quality 2.0 is a major step towards improving our internal evaluation process in order to support increased customer satisfaction,” said Nicole Sult, LCI’s director of customer services.
“With our initial quality management program, we had an extensive, score-based evaluation, which caused team members to focus on the grade they received instead of taking the intended proactive approach of focusing on feedback and solutions for the future. Now, we have shifted to a scoreless evaluation,” said Lauren Hinkle, LCI leader in training, customer services. “At the end of the day, it is about equipping team members with the best training and tools, with the ultimate goal of helping them provide excellent customer service.”