What does quality mean?
Definition of quality
Service is correctly delivered. It results in higher customer satisfaction and productivity, and thus lower cost.
Consequently, pursuing correctness means delivery of higher quality.
But there is one point to think.
What does correctness mean? And what should be correct?
We need to establish standards of the contact center. (We need to understand the standards. Without standards we easily lose our target.)
“Correctness”
-Speech (Being concise, listening, and communicating)
-Process (all the processes to get an answer. *including appropriateness and quickness)
By using proper speech and processes, we can deliver high quality services.
Indirect and wrong answers inevitably result in incorrectness and slowness.
“Quickness”
Quality does not mean quickness only. Do not pursue quickness only.
Quick response without a correct answer, process, and speech eventually results in higher cost due to repeating processes.
Correctness is important to respond in one time with a lean manner.