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QUALITY IS FREE, BUT ONLY TO

THOSE WHO ARE WILLING TO PAY


HEAVILY FOR IT.

PREPARED BY: ANKUR CHADHA


(ITIL AND GREEN BELT CERTIFIED
SENIOR QA)
Quality is conformance with requirements. Here the
requirements are stated by the customers. Where the
requirements are not explicitly stated by the
customer, it becomes the responsibility of the supplier
to understand the implied requirement and conform to
the same.  

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

Call Monitoring is the Key Factor in any existing Voice process in an


organization.

Quality monitoring or call monitoring refers to the process of listening


to or observing an agent’s phone calls or other multi-media
contacts with customers in order to assess and evaluate strengths
and weaknesses in performance.  
Why Quality Standards?
 Get things done right the first time
 Avoid routine defects & increase effectiveness
 Improve service to the customer and thereby reduce
cost of customers claims
 Learn from past experience
 Increase competitiveness
 Helps people work smoothly together
Transactions

          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.

 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.
And Also for ……
Process Control
To maintain our own standard of quality of work.  

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.

 Live Barge-in: Auditing real time calls.

 Screen Capture: Auditing voice and screen component of


recorded/ live calls.

 Sideby Side Monitoring: Auditing a call sitting next to a


CSR.
Benefits of Transaction Monitoring 
• Lesser mistakes and satisfied customers 

• 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:

 Fatal Accuracy : COPC Threshold >98%

 Non fatal Accuracy : COPC Threshold >95%

 TM Score : SLA Threshold (As per


Campaign)
TM Calculations
 FA - Number of pass calls / Total Calls

 NFA - 100% - (Non fatal defects/ Total Opp)

 Total Opp - Total Calls x Number of parameters

 TM Score - Absolute scores/ Total calls


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How do we improve it?
Feedback
 Feedbacks are provided by the Quality Monitor to ensure that
errors previously made are not repeated.

 During feedbacks, the CSR’s are made aware of their


improvement areas
and also appreciated if He/She has met or exceeded
requirements.

 Constant Feedbacks are provided to CSR’s falling low on


performance.
Types of feedback –
i) Positive Feedback

iii) Constructive Feedback

iii) Focused Feedback


How to give Feedback?
 CSR A - hates it when you beat around the bush. Don’t use the
‘sandwich’ approach of “compliment, criticize, and then
compliment again”. For them that’s a setup. They want to
know what you know, how to do it better and they are ready to
hear it, so, say it!

 CSR B - is sensitive or reluctant in receiving a Constructive


Feedback. Its is advisable to use the sandwich approach in this
scenario.
IF YOU TELL A PERSON, HE IS
DOING GOOD, HE IS SURE TO
WORK ON THE BAD AND THE
UGLY.
Audit Sheets
An Audit sheet is used to mark the observations of Transaction
Monitoring during a call audit session by a Monitor. It is the tool
which has the following mentioned:
 Parameters (Fatal and Non-fatal) based on Call Flow
 Brief description
 Weightages
 Score methodology
 Space for comments
Different audit sheets are generally used during monitoring of different
type of transactions.
Example : In call Audit sheet, Side-by-Side Audit sheet, Escalation audit
sheet, Email Audit Sheet
Recap
 What is it?
 Why is it?
 How is it done?
 How is it Measured?
 How is it improved?

………….and that’s Transaction Monitoring!!!


Thank You

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