It’s not enough to hire people and trust them to consistently relate well with donors. Let’s face it, saying the same things to numerous people each day, and being turned down by a large percentage of them, can be demotivating. It can turn a very important job into a routine.
What gets measured gets done. Everything else is optional. Your people will respect what you inspect. A blood center that raises conversation quality to the highest level of importance will have tele-recruiters who gauge success by quality interactions. Without this, tele-recruiters tend to feel they’ve done good jobs just by churning the front-end numbers.
High-quality conversations benefit everyone. They strengthen your blood center’s relationships with its donors and are more fulfilling to your representatives.
Implementing the following steps will establish a culture of conversational quality in your call center and strengthen relationships with your donors:
- Change your language
- Define Quality Standards
- Connect Quality Standards to employment policies
- Appoint a dedicated Conversational Quality Manager
- Audit tele-recruiting conversations
- Grade tele-recruiting conversations
- Generate a personalized conversational quality audit report for each tele-recruiter
- Distribute conversational quality audit reports to supervisors
- Task supervisors with discussing audit reports with tele-recruiters
Stay tuned for our next post describing each of the above methods!