The process of GSQ™ certification in a Customer Service enterprise involves a rigorous exercise of making its Customer Service systems and processes compliant to GSQ-CSS 1.4. This exercise, however, in reality, “forces” the management to look at structures beyond its operations and service-delivery departments and serves to overhaul the entire organizational system. It’s almost like “cleaning” up the organization, weeding off redundancies and “liability processes” and making the work-culture more “excellence conscious” and Customer-focused. But perhaps the biggest spinoffs of the GSQ™ certification exercise are experienced in aspects that directly drive productivity – shortening of decision circuits; acceleration of instructional communication; snappier innovation cycles; and more pre-emptive and anticipatory monitoring of productivity performance. Sustained GSQ-CSS compliance built though the PRIDE approach leads to having a system with well-synced processes with excellence paradigms seeped right down to their DNAs. The workforce, managers and technology – all work together better in GSQ™ certified organizations making business processes deliver more.
Ensures High Workforce Productivity
HR is a key attention area during the GSQ-CSS compliance process in Customer Service organization. Apart from the fact that invigorated and more streamlines business processes increase employees’ potential for performance and help increase productivity all-round, the GSQ™ certification process revolutionizes the very way employees are managed. The GSQI GSQ-CSS orchestrates comprehensive changes in how human resource is hired, inducted, engaged, motivated, compensated and driven for higher performance. Its major contribution, however, is in the manner in which the responsibility of talent management and employee handling is “pulled out” from the HR department and entrusted to every department-head. The PRIDE approach to GSQ-CSS conformance in Customer Service organizations enriches business processes with relevance and impact-consciousness and employees therefore extract more from the system. GSQ™ certified organizations are distinctly agile, and so is their workforce. Employees can anticipate and welcome change fast, and adapt their Customer Service speed, style and quality to the demands of the changed environment. In fact, a significant bit of the productivity advantages delivered by GSQ-CSS to a Customer Service organization are done through expanding the workforce-capacity for higher productivity. GSQ™ -certified organizations observing sustained conformance to GSQ-CSS eventually develop a more energetic work environment where productivity and quality remain at constantly high levels despite Change.
Ensures Sustainable Service Quality
Managing Service Quality in Customer Service organizations generally remains a cryptic and difficult-to-manage result area as long as the operations and delivery departments remain the sole custodians of Quality. As if this is not enough, the constant employee churn and attrition further complicates the task of building Quality a part of life for workforce. Organizations that have embraced TQM or other quality paradigms feel a little more relieved, however, as quality consciousness is more distributed and diffused across the organization and does not remain a baby of the QA department alone. One of the many advantages of implementing GSQ-CSS is the “democratization” of Quality which is brought about by making Quality principles easy to understand and practice for employees who are not so technically literate. In GSQ™ certified organizations, the language of Quality is what can be understood by the Customer Service workforce, and not like what generally it is in IT organizations – from where many Customer Service companies tend to borrow quality systems! Equally importantly, sustained GSQ-CSS compliance makes GSQ™ certified Customer Service companies develop processes and practices that help new employees learn the Quality ropes fast – a critical need for organizations where at any given point in time, at least 15% of the workforce is new! This helps keep the Quality apparatus working and in one piece - despite change and attrition. Technically, GSQ-CSS seeks to set up rigorous quality monitoring, measurement and management systems and the model talks to virtually all types of Quality systems obviating the need for organizations to change to newer set of quality principles.
We will warmly welcome your experiences and opinions on managing service quality in Customer Service organizations today. Do write to us on share@gsqi.org. Your contributions might win you an international appreciation and a GSQI professional certification Voucher! Not to forget, if we find your notes seminal and profound, your organization also stands a great chance of winning privilege vouchers for GSQ™ certification!