A good part of my responsibility requires me to suggest to the management ways to improve productivity and efficiency of the customer service team by providing them with knowledge about process and products. Because of this requirement, I spend a lot of time with the Customer Service Team in order to understand what they need so that, by providing them with the adequate support tools, like an efficient knowledge base, the team can perform better.
However, as I began getting more and more involved with the team, I began to realize that there was a total lack of efficiency because they were not following even the basic rules of customer service. One of the reasons for this is due to the heavy workload the agents were facing and also because over half of them were new to the job. And they lack proper training. The other problem is that their Team Lead is not too concerned about the Quality. Instead, he just wants to meet the "Numbers" by any means. His take on this whole thing is that "Numbers are more important than Quality". There was another colleague who compared this situation to that of a group of people running in front of a huge boulder - if they slowed down, the boulder would go over them. The "boulder" in this case, was the number of calls and the group of people was the Customer Service Team! So he too, wasn't too bothered about the quality. He just wanted them to keep running!
However they know it as well as I do that, by not focusing on quality and trying to do things by not following clearly laid out procedures, is only getting the team deeper and deeper into trouble. In other words, how long can you keep running in front of the boulder? You are going to run out of breath sooner than later!
My point of view was and still is very simple - I strongly believe that if we take care of Quality and follow existing Procedures, the Numbers will take care of themselves. Any thoughts? What's the best way to strike a balance between quality and quantity? Which is more important?