Strategies, policies and procedures Document

Strategies to ensure that the team members participate in planning, decision making and
operating activities

Roles and responsibilities Customer Service Representative (CSR):

for the team members to
Handle Inbound Calls: Respond to incoming calls from customers
achieve.
regarding inquiries, complaints, product or service information, and
(Any three) other related issues.

Offer Solutions: Provide appropriate solutions or recommendations

to resolve customer issues and ensure customer satisfaction.

Adhere to Policies and Procedures: Follow established call centre

policies, procedures, and guidelines for handling customer inquiries
and maintaining quality service standards.

Meet Performance Targets: Achieve performance targets such as call

handling time, customer satisfaction scores, and first-call resolution
rates.

Team Leader/Supervisor:

Supervise Team: Provide guidance, direction, and support to a team

of customer service representatives to ensure efficient and effective
call handling.

Monitor Performance: Monitor team performance metrics such as

call volume, average handle time, and quality scores to identify areas
for improvement and implement corrective actions as needed.

Coach and Mentor: Coach and mentor team members to enhance

their performance, develop their skills, and achieve individual and
team goals.

Quality Assurance Analyst:

Monitor Calls: Listen to recorded calls or conduct live monitoring of

customer interactions to assess adherence to quality standards, call
handling procedures, and customer service best practices.

Provide Feedback: Provide constructive feedback to CSRs based on

quality evaluations, highlighting areas of strength and opportunities
for improvement.

Quality Improvement Initiatives: Participate in quality improvement

initiatives and projects to enhance the overall quality of service
delivery and customer satisfaction.

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Report Generation: Generate reports on quality assurance findings,

trends, and recommendations for management review and decision-
making.

Training and development Product and Service Training: Ensure that your team is well-versed in
activities the products or services they are supporting. This might include
detailed training sessions on features, benefits, usage scenarios, and
(Any three)
troubleshooting.

Customer Service Skills Development: Offer training sessions focused

on enhancing customer service skills, including communication skills,
problem-solving abilities, and conflict resolution techniques.

Technical Training: Provide technical training on the call centre

software and tools used for managing calls, logging customer
information, and accessing resources.

How to develop Define Objectives: Clearly define the objectives of the mentoring and
Mentoring and 'Buddy' buddy systems. Determine what specific goals you aim to achieve,
systems to support team such as knowledge transfer, skill development, or onboarding support
members in providing for new team members.
input

Identify Mentors and Buddies: Identify experienced and

knowledgeable team members who can serve as mentors. These
individuals should possess the expertise and interpersonal skills
necessary to support and guide their mentees effectively. Similarly,
select buddies who can provide peer support and assistance to new
team members or those in need of additional guidance.

Training for Mentors and Buddies: Provide training and guidance for
mentors and buddies on their roles and responsibilities. Offer
workshops or resources on effective mentoring techniques, active
listening, providing constructive feedback, and building rapport.

Strategies to make sure
that the team members
feel that they are a part of
this organisation and their
input is valued
(Any three)
Actively Listen to Team Members: When team members share their
ideas or feedback, actively listen to them without judgment. Show
genuine interest in their perspectives and acknowledge their
contributions.
Regular Check-ins: Schedule regular check-ins with team members to
discuss their goals, challenges, and development needs. This shows

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that their growth and well-being are important to the organization.

Celebrate Diversity and Inclusion: Create an inclusive environment

where diversity is celebrated and all team members feel respected
and valued for their unique perspectives and contributions.

Policies and procedures

What two (2) policies and procedures can be developed or modified to enable the team members
to take responsibility of their work to achieve organizational goals. Please explain.

1. Clear Accountability Policy:

Policy Description: This policy outlines the expectations for individual accountability within the
organization. It defines the responsibilities of each team member and establishes clear guidelines
for ownership of tasks and projects.

Procedure:

 Role Clarity:
 Goal Setting:
 Regular Check-ins
 Performance Evaluation
 Consequences for Non-Compliance

2. Empowerment and Decision-Making Procedure:

Policy Description: This policy empowers team members to make decisions and take initiative
within their areas of responsibility. It encourages autonomy, creativity, and innovation while
providing guidelines for effective decision-making.

Procedure:

 Delegation of Authority
 Training and Development
 Supportive Environment
 Feedback Mechanism
 Celebration of Successes

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