Lippert Components Launches Improved Quality Management Program
June 4, 2019
Elkhart, Ind. — Lippert Components, Inc. (LCI®) announces today that it has launched Quality 2.0, a Contact Center quality management program within the Company’s Customer Services Division. Inspired by John DiJulius’ “The Customer Service Revolution,” Quality 2.0 focuses on cultivating best practices among front line team members to provide excellent customer service and to create exceptional customer experiences.
LCI’s new Contact Center quality management program removes agent scoring, and instead, places emphasis on the Contact Center team member’s interactions with customers. Through objective questions and monthly, one-on-one coaching conversations between front line team members and their supervisors, Contact Center team members and team leaders work together to identify areas for quality improvement. Quality 2.0 is an innovative approach to improve the Company’s ability to effectively service its customers and provide meaningful customer experiences.
The new Quality 2.0 program is aligned with and leading the way of emerging contact center trends. According to the International Customer Management Institute (ICMI), only 10% of contact centers have an established quality management program that does not include scoring. ICMI regularly champions moving away from scoring systems because they tend to adversely affect team member’s morale, which in turn, negatively influences quality, efficiency, and productivity.
“We’re continually reevaluating our processes and striving for continuous improvement among our team members. Quality 2.0 is a major step towards improving our internal evaluation process in order to support increased customer satisfaction,” said Nicole Sult, LCI’s Director of Customer Services.
“With our initial quality management program, we had an extensive, score-based evaluation, which caused team members to focus on the ‘grade’ they received instead of taking the intended proactive approach of focusing on feedback and solutions for the future. Now, we have shifted to a scoreless evaluation,” said Lauren Hinkle, LCI Leader In Training, Customer Services. Continued Hinkle, “At the end of the day, it is about equipping team members with the best training and tools, with the ultimate goal of helping them provide excellent Customer Service.”
For more information on Quality 2.0, click here
From over 140 manufacturing and distribution facilities located throughout North America, Africa and Europe, Lippert™ supplies a broad array of highly engineered components for the leading manufacturers of recreational vehicles and prefab homes. It also operates in adjacent markets, including marine, bus, industrial vehicles and trains. Lippert™ also serves a wide range of aftermarket segments, providing high quality products for the caravanning, automotive and marine industries. With over 15,000 team members, and a diverse portfolio of best-in-class brands, Lippert™ adopts a team-based business philosophy and has proven that, by putting people first, the possibilities for growth and development are truly endless.
3501 County Road 6 East
Elkhart, IN 46514