Quality Control-Emails & Chats

[quality74]

Hi-

I am the Internet Quality Control Coordinator for a large call center. The main function of the associates in the Internet Department is to provide customer service via live chat and email. One of the responsibilities of my position is to monitor the overall quality of the chat and emails sent on a weekly basis. Let me explain how I go about monitoring chat and email and then I have some questions based on my system.

All the associates in the department are assigned to one of three possible review periods: weekly, bi-weekly and quarterly. Their placement into one of these periods is based upon the consistency of their scores when they are reviewed. Here is how the chats and emails are scored:

1. Each email or chat is worth a possible six points.
2. Five emails and five chats are reviewed.
3. The maximum possible score on each set of five evaluations is 30.
4. A point is awarded for each email or chat in which the requirements of a particular category are fulfilled.
5. A point is deducted for each category in which the requirement isnÂ’t fulfilled.
6. The only exception to a maximum of one point being deducted for each category in which the requirement isnÂ’t fulfilled, is the Customer Service category. If points need to be deducted on a particular chat or email in the customer service category, depending on the level of customer service provided, you may lose up to all the points (5) for that particular chat or email, regardless of how well you do in the other categories on that chat or email.

Here are the categories that the chats and emails are scored on:

1. Grammar—was the response professionally and grammatically correct?
2. Punctuation & Spelling--was the correct punctuation used and were all words spelled correctly?
3. Set Up-was the response set up correctly with an opening and closing and the correct amount of spacing?
4. Procedure—did the response provide or recommend the correct procedure(s) in dealing with the customer?
5. Customer Service—did the response provide good customer service, assisting the customer in the best possible manner?
6. Template—did the response use a template or script when appropriate? Was the template or script used correctly?

Here is how an associate moves from one review period to another:

1. Moving from a weekly review period to a bi-weekly review period

If the associate maintains a score of 27 points or greater for 3 consecutive weeks, then they will be moved from a weekly to a bi-weekly review period.

2. Moving from a bi-weekly to a quarterly review period

If the associate maintains a score of 28-30 points or greater for 3 consecutive weeks , they will be moved from a bi-weekly to a quarterly review period.

3. All new associates to the department, must maintain a score of 27 points or greater for 2 consecutive months before being moved from a weekly to a bi-weekly review period.

Finally, my questions.

1. how are others in the industry handling quality control?

2. specifically with regards to chat and email, what benchmarking measures are you concerned with?

3. do you feel that my process is a fair and good one for monitoring quality?

4. are there tools out there that potentially would make my review process easier in terms of time spent?

5. Any other feedback/suggestions would be greatly appreciated!

Thank You!

[KyWildcat]

Hello,

I am the Quality Assurance Coordinator for a department of 40 people. Our quality guidelines are way different than yours. Instead of points we use percents. Quality has to be at 98% on a weekly basis. If it's below that percent for a few weeks the manager will go over ways to improve the operators quality.

I'm pretty tough on them, but customers want good customer service. So quality is certainly a priorty to me and the company I work for finally seems to realize that.

We also have an incentive program. Employees that get 98% or above each week for quality can receive incentive. I think this is a great way to motivate them. To be able to make more money each week for having outstanding quality is a good deal.

To answer your question about your methods being fair. From what I can read it is. It's way different than what I'm used to, but it sounds like a good way to check quality.

Thanks,
Rob

RobD1732@hotmail.com