The ultimate WOCAS-Guide

Selecting Customer Advisors

The quality of the data collected is strongly correlated to the motivation, skills, and mix of your customer advisors.

Use these guiding principles to select the customer advisors to participate in your project:

be motivated to drive change in customer service – WOCAS® will mean some extra work for them, so voluntary participation would be best.
have good written communication skills – analysts need to understand the information collected.
have excellent communication skills in customer dialog – to get the most out of the calls, especially if active surveys are to be conducted.
have process knowledge – additional information about suspected process failures can be helpful.
be a full-time, on-site resource – to avoid unnecessary training and coaching.
be fully available during the implementation phase – to avoid unnecessary effort for additional training or coaching.

Sample group of 10-20 Account Managers (for a typical 6-8 week project and a minimum of 1,000 to 1,500 contacts per week).
Seating in a separate WOCAS® area – customer advisors can help each other with questions and analysts/team leaders can quickly disseminate information or provide feedback.

Can be from different teams in the same service area
Dedicated skills for maximum contacts in focus area – ensure you get the contacts you want to research
Productivity targets suspended or reduced to avoid conflicting goals, e.g. AHT targets or sales targets – freeing up your team to focus on quality
Consider additional operational effort for intensive analysis (typically 20-40%) – again, there should be no pressure due to lower advisor AHT.
Short term stand-up meetings possible in the work environment