6 Month Assignment

[aiu7861]

I am a new Quality Analyst. Part of my assignment is to reorganize the format we are using currently. Besides the 1-5 and the 1-100% scoring, can anyone share other ways their company is monitoring their staff? I appreciate your time!

Jade

[QA Queen]

Welcome to the club! We just had to revamp our monitoring form as well, and it was a pain: but well worth it in the end.

Suggestion: use a simple format. Ours is either weighted (1-5) or yes/no. Don't have a lot of options, where you have to keep looking at the form and trying to figure out the difference between Excellent and Good. Make it easy for the QA reps to figure out: this will also make it much easier for the supervisors and the CCRs that have to try and figure out why they were scored as they were.

Make sure you have calibration sessions. Get together with management and the supervisors: listen to a few calls, and score the together. This will help get the kinks out of your form.

Go to www.qaqna.com. Tom works with QA teams on a regular basis: in fact, it's his job. He has some wonderful suggestions on his website: it helped us tremendously in revamping our form.

Let me know if I can help in any way, and best of luck!

Ann

[mhaqqi]

Hello Jade,

Before you implement a scoring system, consider the following:

*The scoring system should be easy for the scorer to use.
*A scoring system should emphasize the award of points for positevely demonstrated skills, rather than deductions for negative behaviors.
*Call center management and agents should thoroughly understand how the scoring system works and so more..etc

Some examples of rating systems include:

* Yes/no scoring: Some organizations use a yes/no - alternately indicated by 1/0, Y/N, checkboxes - to indicate which behaviors were completed satisfactorily. Results may be express by the number of yes's and no`s (8 Y and 2 N), a fraction (8/10) or a percentage (80%)

* Numerical scoring: To rate more subjective skills, a numerical system may be used, often present a range (e.g., 1-5) of possibilites

Other variations or combinations in scoring are possible. You may choos to indicate N/A (not applicable) or exempt specific skills during certain types of calls.

I hope this information is helpful to you.

[FourGW44]

Jade,
All of the other posts are great answers as well, but i just thought i would share how my company runs our QA dept.

We are a call center in the medical field that takes referrals, schedules patients, and makes daily status calls. We grade out CC's by marking 5 different scenarios. Referral observation, schedule observation, status observation, referral file reveiw, and schedule file review. Observation = recordings listened to and File review = notes or data entered into the system.

We take each call or file review and break it into different parts (greeting, verification, call backs, etiquette, closing, etc). Each part we calibrated and came up with a percentage, more or less what is the most valuable in the call is worth more. Then we break it down as satisfactory, needs improvement, and non applicable. When they do it we place a "x" in the correct box and determining what percentage they will receive in that group. All of the groups add up 100%.

The sheet we use is very easy to understand (even though my paragraph is VERY confusing). The CC's know what they did and what they need improvement on. It gives the QA team more time for coaching and guided the CC's on how to improve than trying to go through each sheet and explain everything. I will see if i have a generica copy of our sheet if you would like to take a look. It is just the basic copy without any information on it.

I hope this helped. It seems very complicated in my paragraph, but it is a sure thing and very simple and cheap for the company. Let me know if this helps.