quality control

[mail2pallav]

Hi,

I am working in a webbased (e-mail) call center. We here randomly pick X number of e-mails of an agent and scan it. We scan 2% what an agent processes and On that basis we decide the quality of e-mails that a person does. But with such process i do not believe that the figures which are generated are reliable. Could you please suggest as to what could be the quality maintaining procedure specifically for the e-mail management.

[rjpasto]

Yes, 2% is minimal, probably not sufficient. You need also consider the selection mix - not just by rep but by day/date. You sure don't want to take this minimal 2% sample from one or two business days or from the same type emails, same subject matter. Consider subject matter mix, content complexity, writer (customer, prospect, vendor, etc - note there can be several significant sub sets to each of these, eg customer types), also resolution/referral by length of reply, lapse time increments between date of email and date of reply, and whether it is a first or follow-on reply. Looking at a sufficient (number of emails) sample is important but equally important is what's in that mix and finally the criteria utilized to evaluate appropriateness, effectivness and the business implications.

FYI, tele-monitor conducts phone and email sampling evaluations for organization - providing an objective and actionable evaluation and insight to needs and opportunities.
Bob Pastorini