Read My Lips: “Quality Control Desperately Needed”

“You know, to just be grossly generalistic, you could put half of [Insert candidate’s name here] supporters into what I call the basket of deplorables. Right?”

“She went to my wedding. She had lots of cake, and I’ll tell you what, she is a terrible human being.”

“People say, ‘You don’t like China.’ No, I love them…I just sold an apartment for $15 million to someone from China. Am I supposed to dislike them?”

“We are going to put a lot of coal miners and coal companies out of business.”

 

On the eve of Election day 2016, we can’t help but think what things could have been like if the two Presidential candidates had some sort of “filter” before stepping up to the mic.

This year’s presidential campaign has been described as outrageous, unfitting and coarse. The phrases above bear witness to how crazy the ride has been.

Donald Trump has catapulted over the heads of other candidates to become one of the leading figures in the 2016 US presidential campaign while Hillary Clinton, who isn’t trusted by over half of U.S voters, has seen her lead dwindle but is hanging onto a minute lead in the polls, hopeful she’ll become the first female President of the United States.

Still, any way you put it, it’s quite clear that elections in the U.S have morphed into full-blown hi-tech marketing campaigns where unique branding, image management, and effective communication are keys to success. So without further ado, let’s take a look at how a QA system could have helped prevent these almost laughable verbal campaign blunders.

 

1. Consistency is king

In general, both Hillary’s and Trump’s policies have been broadly inconsistent. This has contributed greatly to losing the trust of the voters. According to a CBS News Poll, two-thirds of all voters said that they don’t trust either Donald or Hillary.

As a business manager or supervisor, it is important to know that power which flows from trust is more enduring and adaptive than power rooted in statute. In fact, a study of 27,000 American Consumers by McKinsey & Company found that consistent customer experience across the entire customer journey leads to higher customer satisfaction and boosts customer loyalty.

But how do you ensure a consistent experience in your call center? Based on the book Outside In: The Power of Putting Customers at the Center of Your Business, establishing a consistent experience for your customers involves performing a set of sound, standard practices routinely. These practices fall under the following disciplines;

  • Customer understanding
  • Strategy
  • Measurement
  • Design
  • Governance
  • Culture

Your customers, just like voters, want to feel like you have their best interests at heart. With a professional call center QA team like Call Criteria, you can avoid inconsistencies that may lead to unsatisfactory experiences for your customers.

 

2. Avoid making the same mistake twice

It’s safe to say that we are hurtling towards an election that no one wants their fingerprints on, mainly because the remaining candidates seem to be making the same mistake, over and over again.

For instance, Hillary is repeating the same mistakes she made in 2008, flip-flopping so frequently that course changes have become her signature move. Trump on the other hand can’t seem to acknowledge that he makes mistakes.

So why aren’t they learning from their mistakes? It’s a fair guess that neither has a highly effective campaign staff, or they’d rather not heed their advice. The campaign staff should act as a type of QA system for the candidates in such a way that it monitors, analyzes and identifies areas for improvement to ensure mistakes do not reoccur.

Similarly, an effective Quality Assurance program in your call center will measure and evaluate agent performance ensuring you don’t make the same mistakes repeatedly to avoid suffering the same consequences twice.

Yes, you could be training your agents and providing the right resources, but people make mistakes all the time. The key is to monitor, record, coach and repeat.

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On the surface, it seems quite rudimentary. Show genuine care for your citizens (customers) and relay a consistent message (organizational mission) and everything else should fall into place.

Just like winning an election, winning customers is all about having a team of professionals who are entirely dedicated to improving your performance and helping you remain consistent. Contact us today to find out how you can win an “election” where your competitors are the other nominees and the citizens are your existing and potential customers.

 

Resources:

  1. http://www.nytimes.com/2016/07/15/us/politics/hillary-clinton-donald-trump-poll.html?_r=0
  2. http://www.businessinsider.com/donald-trump-campaign-mistakes-controversy-2016-8

 

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