Create a career path for these customer representatives New joinees : Induction , followed by scripted answers for live chats. They will ask for customer's satisfaction over live chats. If a customer is not satisfied , they will redirect their query to phone representative Experienced representative (1-3 years) : They will handle the phone queries and if a customer is not satisfied, they will log a service request on email Very experienced respresentatives: They will handle all mail queries and reply to the customers Experts : To whom all three can shoot their queries and get an answer immediately Pros: Ability to move up the ladder as salary structure for each level can be decided Incentive based pay for a small structure of their Total Salary which will ensure correctness in their responses Systematic structure to respond to queries. Customer satisfaction will be more On the job training will help the employees to learn faster Cons Time will be required to establish this structure. Entire revamp will be required Compensation and benefits will have to be considered and will affect the budget of the company Building up a team of all 4 categories of people will require identification and categorization 2. Categorize the incoming queries Create a database of FAQs If a customer has a query they will first log on to the Datebase and search for a feasible answer, if they dont find a solution, they can log their query on the portal This query is categorized as Easy , Medium or Hard Customer representatives can choose to answer these questions category wise. If the query is not reslved on the portal , the customer gets a call back on this number by a representative who will try to resolve his or her query by experience. Pros: Stuctured design for query solving No prewritten answers for the representatives Salary structure can be designed on the basis of category f questions resolved efficiently Cons Formation of a IT portal to log queries will involve cost and resources. Complete testing will be required before launching any portal Indentification of people who can categorize questions having end to end knowledge Ensuring that all queries followed up until they are resolved.
Based on ALL the given information above relative to Amazon.com -
1. Evaluation of developing measurement matrices to monitor and verify if the improved process is indeed achieving the intended results. Define what would be monitored or measured, how and how often. Also whether these measurements are achieving the desired results. Also any deviations.
2. Your BEST possible conclusion of analysis and major improvements and lessons learned.
Your response will be appreciated ASAP.