Quality Scoring

[havoc]

Hello,

I am responsible for quality team strategies for a national company with 1500 inbound agents. We are in "growth" mode and find ourselves with a high level of junior staff. Up to now we have set the same quality targets for all agents regardless of tenure. I have been asked to consider a progression target for quality scores for the junior staff. My personal bias is that lower quality isn't acceptable as it impacts our client service level but I understand the concept of a learning curve.

Has anyone have a progressive target on quality - what are the wins and challenges you experienced?

Any other comments welcome - pro's, con's, perception or simple opinions are appreciated.

[gkern]

You probably already have the information in house. You have been hiring new agents all along, either for attrition or for slower growth than you have now. Go back and track the key metrics that you measure for people that you have hired over the last year or so and measure how long it took them to come up to speed. You can break the results down again to group current agents who are performing near the top vs. agents who are not and compare those learning curves. You want to set your target along the timetable that it took for the better agents. You want to provide those measurements and feedback to the agents so they can see their progress.

Give me a call or send me an email if you want more detail.

Greg Kern
Capgemini
512-934-0254
gregory.kern@capgemini.com