Virtual ASQers Could Serve Mountain and Pacific Time Zones making ASQ "Open For Business" during local hours
Last week, I had the pleasure of being on a call with ASQ's new Chief Member Services Officer, who telecommutes from outside of Milwaukee.  ASQ will be very well served by her energetic and engaging manner.

Since ASQ HQ has embraced the innovations of virtual connections and its employees have demonstrated their capability to work productively outside of the HQ office building, would ASQ Leadership be receptive to staffing its Customer Care with remote team members?  This would enable ASQ to offer live Customer Care agents during the business hours of Mountain and Pacific time zones (instead of greeting callers at 3:01 PM with the recorded message, "Our Offices Are Now Closed".

Since remote and virtual working is an expectation in 2020 anyway, and have already been adopted successfully by ASQ HQ, I thought this might be an opportunity to address a long-standing service deficiency and improve member engagement and retention at a time when ASQ needs these the most to sustain its individual membership levels.  This is already being done by other competing associations, and ASQ is at risk of losing members to associations who are Open for Business during local business hours.
3 Replies
Trish Borzon
606 Posts
Hi Daniel Zrymiak‍ - thanks for the suggestion.  I'll send this onto our leadership team for future consideration.  
 
Trish Borzon
606 Posts

Hi Daniel Zrymiak‍  
I forwarded your suggestion to our Executive Leadership Team.  The below statement is from CCO Andrew Schroeder.

Thank you for offering your comments. The ASQ Executive Leadership Team is actively developing both short and long term execution plans for how to better serve our members in need of communication and assistance.  In accordance with strong quality fundamentals, we are currently aggregating data on the types of calls and support requests in terms of both frequency and complexity. We recognize we have members across the country and this data will help shed light on how we can best serve them. This evaluation will be the foundation for more effective support into 2021 and beyond. 


Thanks again for submitting!  Have a great weekend! 
Trish

 

In accordance with strong Quality fundamentals, membership associations like ASQ are benchmarked against their "substantially equivalent" counterparts.
i am also a PMP and a member of Project Management Institute, 

As a comparison, this is PMI's span of operations for member services (supplemented by 24 hour automated options).
https://www.pmi.org/about/contact

Hours of Operation
8:00 a.m.-8:00 p.m. U.S. EDT (GMT -4)