MONITORING TEAM RRCA PRACTISES

The monitoring teams Horison and Cape Town regularly use the RRCA Tools to eliminate operational problems and anything that hinders their work flow.One such example is the RRCA conducted by Cape Town .The quality of the calls handled by Premier operators raised some concerns and the team recognized an opportunity for some RRCA.
 Randoms call from the team were placed to the Premier desk and this was used as QCPC in order to establish were the faults lie. Staff were rated on the calls and judged on criteria such as , Sounds helpful,sounds professional,followed script when answering,ability to assist,sounded friendly.
These were just some of the criteria on the list and in the end the operator received a high or low score out of 16. The common factors were placed into a Pareto and the team identified Action items.
Call coaching and telephone etiquette awareness were among the items on the Action Plan. It is crucial that Operators are aware of the importance of the first contact with the client.
Once again an Ace tool was used in order to establish what the actual root cause is.