F. R. E. S. H. Calls

#FRESHCalls #TitaPat #NinaGabrielle #Shakeys #qualitytime

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

As the head of service delivery in all the organizations I am part of, I make sure I listen to calls and monitor non-voice transactions of my frontline Associates every month. I do side-by-side (SBS) call listening and engage with my frontline Associates discussing what transpired on the call, and understand the concerns of the customers directly from the lens of my frontline Associates.

If you are just interpreting the customers behind your laptop, just reviewing report trends and just talking to your managers about it, you’ll never know and understand the customers.

Nothing beats hearing the customers tone of voice, their complains, their emotions and how our frontline Associates manage the calls with their BIG genuine hearts, their brilliant process expertise and their pure passion to serve. Or… hear and observe first hand how our frontline Associates are struggling in managing the calls so you’ll know exactly how to support them. Listen to new hires, tenured, top performers, mid performers, those on PIP, across Sites / geos, and across other demographics. I promise you will learn much more from listening to calls SBS with frontline Associates than reviewing what's on the Business Reviews - which is actually history if people just read the daily end-of-day or week reports in their emails.

No matter what position or band level we hold whether in service delivery or support, we must listen to calls, conduct SBS and engage with our frontline Associates. That’s the only way to be closer to our customers.

I call these FRESH calls - Featured Remarkable Everyday Super Heroes calls I conduct usually on Thursdays. I require representatives from my delivery, quality, CX coaches, training and recruitment to join me so we learn together.

*About the photo

My eldest daughter, Nina, would regularly invite my mom on a date to know more about her, listen to her grandma stories, and interview her about her childhood back in the 1940s-50s. One of the usual places she brings her to is my mom’s favorite pizza place… Shakey’s Pizza Parlor. My daughter also stayed in my parents place for several months during college days. She would bring them different kinds of treats, fruits and food when she comes home from school.

Thank you Nina for spending quality granddaughter - grandmother time with my mom (and dad). She loves you dearly, you now that.