How can I improve my Back Walkovers?

Ideas to improve call centre service,improve efficiency, cut costs?

• I work in a bank's call centre, and one of our targets, is to come up with an idea, once a month, to either save costs, improve efficiency, or improve service, ie One idea I came up with was that a csa (customer service adviser) must always get a role No if they speak to another dept asking them to action something like to stop a credit card that is reported as lost, I would ask that person for their role No so if the request was not carried out it was easy to trace where it had gone wrong. I'm not just looking for ideas to blame others, the most important ideas are those that will improve our service to our customers

• Answer:

  Do evaluations on each other in a way that nobody knows who is evaluating who. From there have an Employee of the month because.., and reward them with something small such as free pizza, gift certificates, etc. Or have your employer let you evaluate yourself, you might be surprised what you think you could improve upon.