Giving employees an opportunity to try out roles of colleagues and take their places is a common practice in advanced companies that aims at increasing personnel involvement in various business processes and team building.
Heads of the major company’s departments were offered for some time to take on a duty of the Call Center – the support department for users of NT.Payments terminals.
The heads of the departments managed to directly communicate with clients answering their phone calls and requests in messengers. Communication with payers helped them to find out the most frequent problems with using our kiosks, identify main concerns as well as to estimate opinion about our services and support in general.
The experiment with changing job roles was successful. The information obtained is very important because it will be used for further development of the payment system, improving customer service quality and loyalty of NT.Payments kiosks’ users. We have already considered many suggestions and wishes of our clients and we will soon start introducing innovations.
Putting yourself in colleague’s shoes is useful for increasing awareness of operation of the company’s departments as well as for improving mutual understanding in the team. For our company, this is not one-time experience, we will use such measures for other departments.
Team of Taunigma & NT.Payments & InDoor.TV
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