Employee Challenges to Monitoring Scores

Answers

• Posted at 11:36AM on Jan 18, 2011

  We do have a formal appeals process. We ask that they complete a form and sbumit an appeal for review. Facutal evidence must be presented for it to be considered (rather than just not liking the evaluation or "feeling" it isnt correct". If we cannot settle it this way we escalated it from supervisory to managment level for a final answer

• Kathleen Ridenour Posted at 6:25AM on Feb 4, 2011

  We also have a formal process allowing an associate to appeal the original evaluation. If the quality coach and associate cannot agree on the evaluation then the associate can request a review of the call by their peers. The call will then be reviewed by a group of 3 to 5 of our top agents. The peer review group has final say regarding the evaluation score. They can either increase or decrease the score. We find that the peer group is normally more critical of the agents performance than the quality coach.

• Natalie Bailey Posted at 6:10AM on Feb 14, 2011

  We have a formal appeal process. Before the appeal is submitted to the QA team for review, the employee must first present it to their supervisor who reviews it to see if it is a true appeal. From there the supervisor submits it to the QA team for review. The QA team then submits their finding back to the supervisor to discuss with the employee. All of this is done electronically.