Empowering Call Centre Agents: “If you don’t know, ask Mo!”
By Rachel Freeman, Head of Operations
“If you don’t know, ask Mo.” This is the slogan I heard repeated by at least one of the very able Motability Operations trainers as they were training a new group of recruits during my recent site visit.
This is not a throw away comment! Ask Mo – the Motability Operations self-help tool used by 200 of their advisor/call agents – is the essential tool for a new recruit as notetaking in training is not encouraged and manuals are no longer distributed. The focus is about “empowerment” to know where to access the knowledge as opposed to making sure that all the knowledge is recalled. Recounting the vast amount of information advisors need to assist callers can take months of training, but that is reduced drastically when the knowledge is held within a tool like Mo.
The objective for advisors is to get them to understand the Motability Operations ethos, how to work with people and provide smooth and caring customer service. That type of training is best done in workshops and amongst people, which is exactly what happens with each new group of recruits. Ask Mo is the virtual agent used to get the trainees up to speed on all other aspects of training, and is pitched as the “go to tool” for queries and processes to enable the advisor to best help the customer on the other end of the phone.
Having collaborated with Creative Virtual since 2007 on Ask Mo, Motability Operations have assessed how the user interfaces will best suit their advisors and have made various amendments to the template based on advisor needs. Recently there has been an added “toolkit” area on the template for advisors to click on and get more information about protocol and handy tips for how to work with various types of calls. The toolkit is an easily accessible area on the template that can be used when an advisor has some downtime and is not taking calls.
Having spent some time in a training room with 10 fresh advisors, I was impressed how the use of Mo was so much engrained as part of the exercises. As they filed out of the room to assess wear and tear on a car, I looked at what they had left behind in the room: 10 monitors with the Ask Mo template showing before the screen savers kicked in. It was clear – if they didn’t know, Ask Mo was indeed ready to assist in the further empowerment of providing an answer.
It is this approach to knowledge management that won Motability Operations a 2015 Customer Contact Innovation Award and consistently has them receiving top-ranking customer and employee satisfaction scores. It was inspiring to experience first-hand the positive impact Ask Mo is having in onboarding new advisors as well as enabling all advisors, new and old, to always have access to the most up-to-date information.
Be sure to check out Motability Operations’ award-winning case study, Ask Mo: how knowledge gives confidence with customers, to learn more about how they have successfully integrated their virtual agent into their company culture.