Evaluating Simple Calls

[cjw17]

I manage the Quality Assurance function in my call center. Over the years our typical call composition has changed dramatically, and approximately 75% of the calls we get are very simple.
Our monitoring form is similar to many I've seen, & it ends up with an overall score...Exceptional, Outstanding, Meeting Standard, & Below Standard. This worked well when calls were complicated, but right now most of our calls are so simple, the CSR has to make a blunder to fall out of the Exceptional range. I don't think these calls are truly "exceptional"...it's just that we can't take any points off.
We thought about evaluating based on difficulty of call, with simple calls not qualifying for an evaluation higher than "meets standard". If we continue to monitor calls at random, only a handful of our reps will have an opportunity each month to get a call where they have the potential to score as exceptional. This wouldn't be acceptable,since their compensation is partly based on their monitoring scores over time.
I don't have enought manpower to search for calls that would ensure a fair distribution of simple & complex calls per CSR.
Has anyone out there had this issue? Any suggestions?

[mnehr]

My question really is related to the depth that your standards go.
In terms of AHT (average handle time), how much leeway do your reps have? Are you dealing with a overwhelmed call center or a call center that is easily making its numbers?

If your reps have a wide berth on AHT and your center is meeting its numbers/goals, maybe you should re-think what your 'exceptional' standards are.

What opportunities do your reps have to 'go the extra mile' with the customer? Does just answering the question for the customer constitute as exceptional, or do you expect your reps to provide additional support?

For example, in various billing centers I support, the supervisors are asking the reps to check the customer's phone numbers and address' to make sure their billing system is correct. They are also taking a moment to make sure the customer's billing plan is the best for that customer.

What are ways your reps can give 'extra' service?

[cjw17]

Our reps have room in their AHT standard to do some extra things. They can, if the customer meets certain criteria, solicit a referral to our sales area. They also promote our self service channels & if the customer is interested, they'll educate the customer about the IVR or Web. The problem (not a bad problem to have) is everytime we put a standard on something, like "value added", the reps immediately begin doing it, & within a month or two, they do it so well I have to try to find another way to raise the bar. Even if they don't need to do it in order for the call to meet expectations, they'll do it in order to be "exceptional"...they're very motivated.

[mnehr]

I want to hire your reps from you.. lol.. just kidding of course.
You are really blessed that your reps improve on that scale, this is not common in CSRs.
I don't see a problem in raising the bar each time it is met..
It will keep the reps from being bored, and will allow for your center to shine far above others.

So, what do you do to get your employees that motivated?

[yooo]

I do the same thing what you have been doing for the last 3 years.

In my call center, all the agents on floor are old agents and have been with the comapny for atleast 1 year and are pretty at handling calls.

Yes, most of the calls we get are simple usual calls but there is always an avenue to give contructive feedback and always room for improvement.

We have remote monitoring system where we can record calls and I pick up the longer calls and there is always some new things happening there and room to give feedback and mard the monitoring forms.

[cjw17]

I think the CSRs in my shop are so motivated because they are well compensated. They are also paid a quarterly incentive that is strictly derived by how well they perform against their standards. If they don't hit the 4 minute AHT, it hits them in the wallet. If they do great on all their monitoring sessions in the quarter, they will be rewarded. As much as 15% of their annual salary can be up for grabs as long as they excel.
Equally important, compared to other call centers I've visited, this is a very nurturing environment. The attitude, from the top down, is "we care about you."
Love & money...what more could you ask for?