Call Monitoring's Impact On Performance Scores

Answers

• Jane Finn Posted at 12:00AM on Feb 9, 2009

  Allison's method of calculation makes the score more reflective of the complexity of the call and the effort required to achieve service excellence. I would like to suggest that you reconsider your philosophy of starting with 100% and then deducting for errors. This sends the message to staff that quality monitoring is a punitive 'gotcha' exercise. Starting with 0 and having quality evaluators listen for the demonstration of the correct skills, knowledge and behavior more positively positions QA monitoring as a developmental/learning experience.

• Steve Crowder Posted at 12:00AM on Feb 9, 2009

  We assign a point value to each element on the observation form. Each failed item deducts points from the total available. If an item is scored as NA the points associated with that item are removed from the "Points Available" and entered as a zero value elsewhere. This allows each form to be tailored to a specific situation and still get an accurate picture of agent performance in the real world.

• Allison Posted at 12:00AM on Feb 9, 2009

  We assign point values to each critical element of the call. If an element is not applicable, the points available for that element are deducted from the total availalble points for the call. The points "'earned"' on the call are divided by the total available points to get a score percentage. Naturally, you will have more than one quality monitor during the period measured, so you will have to accumulate the total points earned and points available and calculate one consolidated calculation for each individual and the department as a whole.

• M.B. Posted at 12:00AM on Feb 23, 2009

  I would agree with the responses. Your assessment should be set up to evaluate every contact the same, regardless of the length of call. We use the key customer service points that always occur and technical accuracy points that always apply for our line of work. There are a few possible N/A items in the assessment, but starting from zero negates the effect of shorter\easier.

• Caren Bowling Posted at 12:00AM on Mar 9, 2009

  Short calls do not offer the range to really judge an associates skills. In addition, various portions of a call should carry a heavier weight, i.e. security questions to ensure our customers account privacy is maintained. The 100% percent is still used, but the weight is heavier on specific areas of the call.

• Norm Posted at 12:00AM on Jan 11, 2010

  The comments are accurate, but what is missing is process. Every agent of ours gets QA'd every week. Anyone below 94% gets a follow up QA the next scheduled day. Additionally, we hold weekly calibration sessions with all QA personnel to ensure uniform scoring. 100% of calls are recorded, so we can quickly listen to additional calls if we feel we had an anomoly.

• Mary Pleiss Posted at 12:00AM on Feb 8, 2010

  We recently started scoring in this way (starting at 100% and deducting) with an increased emphasis on ownership, FCR and professionalism as well as complete and accurate information. I am anxious to see how this impacts our Quality scores.

• Jan Mahurin Posted at 12:00AM on Feb 8, 2010

  Where do you obtain the assessment sheets you are speaking of? Are there different ones to choose from?