and the reason phone CMs never have the right answer is........
The reason the information is not a curates has nothing to do with location. It has everything to do with how DIsney shares information and how they monitor their reps. I worked fo yeas at a large call center that took work outsourced from many companies. Our QA scores were higher than the companies we took the work from, but that was because we not only kept our agents u to date, we actively monitored and coached them. Our bowling depended on it.
I don't know what resources at-home Disney CMs have, but I would bet that it's the same resources they have available at the call centers. Some employees will use the resources and pay attention during training, and some won't.
I think that it is not fair to dump this on the employees. I cannot understand how a company as large as Disney can allow for the multiple calls on any issue. My DS works for a large national community=cations company, and his job entails creating tools that in part assist management in determining how to upgrade customer satisfaction, and in doing so maintain one call resolution. That little questionaire at the end of the call is one way Disney is trying to learn if you had to make more than one call, but it does not address that a lot of folks call multiple times to see if the first CM gave the correct answer. I think that Disney woudl do better to outsource their call center to a company that does nothing else buy take outsourced call work. I bet they woudl save money and their customers would have a better experience. COmpanies that do this make it seamless.
Depends on how they quality monitoring is after training. According to my call center experience (I was in charge of technical and soft skills for my agents) listening in on calls on the spot for an hour and discuss the calls right after they happened is more effective than listening to a recorded call a week or a month later. The feedback you give an agent will be accepted, but it will not sink in as well. Also I learned a lot about my agents skills and phone behavior by passing by. I overheard things they said or what I saw on their screens and for both good and bad feedback I gave it to them as soon as the call was over. You do not have that with working from home.
For safety it will probably make a small difference. There are credit card companies who made their call centers paper less, no pens and paper allowed. But then still if you want to do harm. You will find a way. At my place we now have a policy: not allowed to plug in anything into your computer. If you want to charge your phone you are not allowed to do it via a usb port on your computer.
OH the CC numbers are a headache, aren't they?? WE took work from insurance companies, and one of the largest we took had NO protections in place. As they transistioned to us they were shocked that we would allow NO cell phones at work stations. One of the products this company sold to businesses was life insurance. The agent had access to all of the employee's sensitive information. Name, address, SS#, DOB, annual salary, it goes on and on.....
As to coaching, there are ways to provide feedback to agents who are not located in the same facility as you are. I honestly think that a lot of how feedback is accepted depends on company mindset. There is a lot to be said about being in the same facility, and it was preferable for me, but I used to find that when we rewarded (and we seldom used money) positive behavior, our reps responded. WHen the company was punitive the reps did everything they could to sabotage the monitoring process. They could not ( my systems gave me access to their workstations, I saw and heard everything. If I was concerned I turned on 100% recording. It was expensive so that was only when I had concerns, but we typically monitored 25% of individual call volume. I chose the call I was scoring at random, but if I heard info that was not accurate in that call, I took the time to review more. I did not score those calls, but I had time to listen and then provide feedback. As my company cut staff I had less time and more work, so I could not invest the extra attention and I heard after I left staff was cut even more, both on the phones and for support staff. Guess how those calls went.