Need of Quality
In a customer service industry, providing the minimum
service is not sufficient. Value added services will drive your
business further.
The bottom line is:
“If you don’t provide the best services, someone else
will.”
Quality in Call Centre
Interactions with end-users are called Transactions. Examples of calls, faxes,
e-mails, web-based sessions etc.
Monitoring of all types of end-user transactions is done to ensure that call-
center, client and end-user requirements and targets are met.
Why Transaction Monitoring?
Lesser mistakes and satisfied customers.
Process Analysis
Calculate FA and NFA Scores
Studying trends over a period of time and incorporate that accordingly.
Continual Improvement
To be able to identify problem areas and take preventive actions.
How is it done?
There are six basic levels of
quality monitoring:
Walk-around observation
Side-by-side monitoring
Plug-in/double jack monitoring
Silent monitoring
Record and review
Voice and screen/multi-media monitoring
Monitoring Methods for Telephone Transactions
Remote Monitoring: Auditing recorded calls.
• Helps trainers identify training needs of CSRs
• Ensures the deliverability of the set targets, standards & parameters defined in
S.L.A. (Service Level Agreement) with the client.
• Positive impact on profitability & growth of business.
• Positive impact on Personal growth, skill set improvement, confidence &
motivational level of a CSR.
Terminologies in TM
• CTQ: Critical To Quality Characteristics. Customer performance
requirements of a product or service.
• Defect: Any event that does not meet the specifications of a CTQ.
• Defect Opportunity: Any event that can be measured that provides a
chance of not meeting a customer requirement.
These are the number of parameters (on account of Non Fatal Errors) which
are monitored in any one call. In case of multiple calls, these are a product of
number of calls by the number of parameters.
(Note- This will exclude the compliance parameters or the Fatal Error
parameters)
4. Fatal Error: Any Defect in the transaction that has legal or financial
implications or gross errors on customer handling such as rude or abusive
language is termed as fatal error. Any fatal errors would result in the whole
transaction being declared VOID. There are 6 such categories:
• Wrong Resolution
• Misleading Information
• Financial loss to the client (wrong address details)
• Foul language
• Case Note defects like incomplete details mentioned in the case notes,
wrong customer profile.
5. Non Fatal Error: Any parameter, the occurrence of which is not desirable yet
may not result in a VOID transaction. Defects which may lead to customer
dissatisfaction are also included in this category.
6. Threshold Scores: Any score above which a transaction is deemed pass and
below which it is considered failed.
7. Defective Transaction: Any transaction which is monitored, and is deemed
VOID on account of any FATAL ERROR occurrence.
Note - Any transaction, which may not have any fatal errors, yet may have
multiple Non Fatal errors, resulting in a Transaction score below 75% will also be
considered as a defective transaction.
8. Sampling Methodology: Calls are picked at random from the recording device
based on Random Table to make the sample relevant, representative and remove
bias. Some minimum length calls are always included in the sample to ensure
review of all aspects.
How is it Measured?
Metrics
Following accuracy metrics are measured During
TM:
0
100
200
300
S
a
C
n
O
ile
m 400
384
n
a
tiv
o
M 4.8
1 8%
350
F
s
u
c
o 8.4
2 5%
260
t
c
a
p
Im 8.5
3 3%
R
g
n
ild
u
rtB
o
p
a 6.2
4 0%
198 192
l
k
S
io
ta
n
s
re
P 3.6
5 4%
g
in
b
ro
P 9.2
5 6%
145 138
lH
a
S
o
rF
e
g
n
u 4.6
6 1%
ls
a
S
g
in
y
u
B 9.7
6 3% 132
3.9
7 1%108
g
tin
re
G 90
E
m
ia
s
u
th
n 72 7.4
0%
ly
te
ro
p
A
g
in
s
u
a
P 0.1
8 9%
2.6
8 4%
63 63
Focus Areas
C
c
e
fid
n
o
io
p
ru
te
In 5.0
8 8%
7.0
8 5%
51 48
lS
a
fC
O
e
c
tru
g
n
s
L
e
tiv
c
A 8.9
1%
0.5
9 4%
42 42
o
s
rm
P
g
in
k
e
S
g
le
w
n
tK
c
u
d
ro
P 2.1
9 7%
PARETOANALYSIS
ly
b
A
ig
ta
rs
e
d
n
U 3.4
9 5%
4.6
9 9%
33 32 30
m
e
ta
S
g
in
s
lo
C
y
th
a
p
m
E 5.8
9 5%
g
n
a
L
e
tiv
p
m
u
s
A 6.5
9 5%
n
iv
s
re
g
A 7.2
9 5%
tr
n
lo
a
C 7.8
9 3%
8.2
9 9%
18 18 15 12 12
V
rty
la
C
e
ic
o
Weighted Effect
8.7
9 6%
9
tIu
s
iC
g
d
le
w
o
n
k
c
A
9.1
1%
9
m
ra
G
9.4
6%
6
le
a
rS
o
F
g
in
k
s
A
9.69%
6
R
c
n
o
C
ry
a
tP
h
ig
9.9
2%
2
Consolidated
g
a
'U
s
tic
e
n
o
h
P
0 .0
1 0%
0
g
n
iz
s
a
h
p
m
E
0 .0
1 0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
How do we improve it?
Feedback
Feedbacks are provided by the Quality Monitor to ensure that
errors previously made are not repeated.