N/A and its weighting

Monitoring criteria, Ratings/weighting, Monitoring Forms/Ratings, Quality Monitoring

1 Answers

Jun 28, 2010

Hi. I believe that N/A should remain in your monitoring form's calculations. It should count as a yes. If N/A is removed from the entire calculation, you increase the value of the remaining items, thus leading to larger deductions. Can someone tell me if they follow this logic currently, or why this logic is wrong or right? Any guidance you can provide is appreciated. Thanks, Jon

– John Thomas

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

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