N/A and its weighting

Answers

• Wendy Fowler Posted at 3:32PM on Jul 15, 2010

  Jon: Great question and a common mistake we see in many contact centers today. You are on the right page. For example, if you measure 15 specific items on your form and Yes = 1 point, No = 0 points, N/A = 1 point the overall percent score will come out reasonable. Otherwise, the employee will be "dinged" for a section of the form that was not applicable during a particular contact. The only way you can get around not using this method is if your scoring system can sum the number of N/As and subtract that number from the denominator before the division occurs. This method is a bit stringent. Here is an example of both calculations. In this case you have 15 criteria and the employee scored 12 “yes” and 2 “N/A”. (12+2)/15 = 93.3% 12/(15-2) = 92.3% I hope this helps. Good luck. Wendy Fowler, Senior Consultant ICMI

• Jared Marshall Posted at 7:36AM on Nov 1, 2010

  To accurately record actual accountabilities monitored it’s important that you do not count what was not done. Its best to come up with an outline that allows you to subtract the denominator of the NA items prior to the math being done. When you look at the math done both ways you can see there is a difference which can be between 1-2%. If you continue to add that into other scores throughout the year for a year end average it does add up.