eMail Sampling and Monitoring

[JPalkowski]

Hi:

We are starting to develop a quality monitoring program for our email servicing. We do not yet provide email servicing, so I would be interested in hearing about some of the sampling and monitoring practices that many of you may be currently employing in your contact centers. Here are a couple of questions:

1. How many or what percentage of emails are monitored and scored on a monthly basis, per agent?

2. Do you have full-time quality specialists to monitor email only, or do they also monitor telephone calls?

3. How do you select emails for monitoring? Do you use a quality monitoring system to randomly select emails for review?

4. Are your agents email or telephone specific, or are they blended to handle both?

Any feedback on this issue would be greatly appreciated.

Thank you.

[Manohar86]

Hi,

what ever i am writing below is 3 years of experience in email support to COMPAQ, PALM,MYPOINTS, EVOICE AND PRICELINE.

1. Lets me tell you perweek, for a technical email support (say PALM ) we generally grade 25 % of the emails. (We have Knowledge base :which are nothing but solutions to problems using PALM tops or with the software provided. when ever a reply was send we use to keep a track of article numbers that were used. We use to grade the tickets(emails) basing on the percentage of the each article's usage. Not always a CSR will have solutions from KBase, he needs to craft article on his own in such cases the persentage of grading was high.)

2. It was the TEAM LEADER who does grading as he knows the support issues and Quality Heads use to compile the reports.

3. One way is random selection of Emails and other is using a sampling plan for every 10 mails or so grade so many tickets. There are lot of sampling plans available one to use whcih one is better suitable for there organization.

4. I sincerly advice to have specific CSRS doing specific job as both are different skills.

Thanks for reading my points.

All the best!

Regards,
Manohar Srinivas
manosrius@yahoo.com

[pradeepvenkata]

Dear Jeff,

Following are the procedures followed by us in e-mail monitoring :

1.Based on the No. of e-mails generated, you can decide on the No. to be monitored varying from 25% to 50%. We randomly evaluate 5 mails per irep per week, which ie equivalent to 50% of the total mails.

2. Evaluation metrics are - Language, Grammar, Product knowledge, Completeness of answer, Greeting and Ending.

3. Rating scale is 1-5 i.e. from poor to excellent.

4.Quality personnel evaluating voice mails can be used to evaluate e-mails also.

5. Any discrepancy in e-mail has to be highlighted and sent to CC for CAPA.

Hope I have answered your queries.

Regards,

PRADEEP