Identifying the need and developing a training package for contact center agents : a case study: Turku manufacturing site, Polish contact center
Rizk, Helena (2019)
2019
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019121626882
https://urn.fi/URN:NBN:fi:amk-2019121626882
Tiivistelmä
Firms are increasingly outsourcing customer support as an economical solution. However, the quality of service is not always a reflection of the standards of the client company. This then negatively impacts customer experience. Total Quality Management is a theory that promotes quality in an organization and how to sustain that level of quality. The aim of this thesis is to study the needs for training customer care agents in order to improve the quality of service and in turn, improve customer experience for the case company.
The case company is a manufacturing site that does not have the capacity to provide customer support for their customers within Europe with the appropriate linguistic skills. This thesis aims to answer four research questions:
1. What kind of training support does the service provider need in order to equip the CSR with the necessary order handling skills for the products from the case company?
2. How effective was the training package provided in terms of the frequency of errors? 3. What effect did the training package have in the overall performance of the CSR post training?
4. What kind of improvement plan needs to be implemented to ensure a satisfactory level of performance, and ensure customer satisfaction, when taking into consideration the employee turnover rate?
Prior to this study, the manufacturing site had not provided customer care with order handling training. The need for training was observed over a period of time and a training package was created. One of which would be comprehensive for the customer support team, no matter what their tenure was.
The thesis will take a quantitative approach to the research of the study. The research is based on the data collected connecting the fact that training is needed and the result and impact of that training on customer support. A quality monitoring list was created. This was the manual collection of errors made by the customer support team. The data collected was used to identify the frequency of errors made along with identifying the most common sources of errors.
A questionnaire was provided after the training session to the participants in order to evaluate the effectiveness of the program and to receive feedback on how to improve the content and delivery of the training program.
The research shows that total quality management tools are needed in the customer support team. Training is needed on different levels of technical and soft skills. Employees find that the training program was effective and comprehensive enough to be used in their everyday work. Training is a tool to ensure continuous customer satisfaction and employee development.
The case company is a manufacturing site that does not have the capacity to provide customer support for their customers within Europe with the appropriate linguistic skills. This thesis aims to answer four research questions:
1. What kind of training support does the service provider need in order to equip the CSR with the necessary order handling skills for the products from the case company?
2. How effective was the training package provided in terms of the frequency of errors? 3. What effect did the training package have in the overall performance of the CSR post training?
4. What kind of improvement plan needs to be implemented to ensure a satisfactory level of performance, and ensure customer satisfaction, when taking into consideration the employee turnover rate?
Prior to this study, the manufacturing site had not provided customer care with order handling training. The need for training was observed over a period of time and a training package was created. One of which would be comprehensive for the customer support team, no matter what their tenure was.
The thesis will take a quantitative approach to the research of the study. The research is based on the data collected connecting the fact that training is needed and the result and impact of that training on customer support. A quality monitoring list was created. This was the manual collection of errors made by the customer support team. The data collected was used to identify the frequency of errors made along with identifying the most common sources of errors.
A questionnaire was provided after the training session to the participants in order to evaluate the effectiveness of the program and to receive feedback on how to improve the content and delivery of the training program.
The research shows that total quality management tools are needed in the customer support team. Training is needed on different levels of technical and soft skills. Employees find that the training program was effective and comprehensive enough to be used in their everyday work. Training is a tool to ensure continuous customer satisfaction and employee development.