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A few ideas
As a call center consultant and operational leader, I've seen many QA programs, some good, others, well, not so good. Your situation leaves me with a few concerns.
First, it's not uncommon for people outside the department to focus on a few bad experiences and assume they represent the entire process. Just remind these nay-sayers what a QA program is (adherence to standards) and let them know you'll look into specific examples of the errors they site. This is important, especially when your scores are so high, across the board. Are your standards really addresssing the right things? If outsiders are finding acutal errors, are those aspects of the call clearly covered in your standards? It's important to measure the right thing.
To accurately reflect the impact of the higher scores your more seasoned reps achieve, you might consider this formula/process
If Agent A (seasoned rep) is monitored only 2x and
Agent B (all other reps) is monitored 7x
(You may have 15 people in the A group and 100 in the B group. Each person gets only one score for the period)
Average Agent A's scores
Average Agent B's scores
Compute the average with one score for each rep, rather than the average of all the scored calls.
If that wasn't clear, you can email me at abby@kutner. com, with your questions.
I hope this helps.
GL
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