p&q research
Post on 23-Jan-2015
471 Views
Preview:
DESCRIPTION
TRANSCRIPT
P&Q c a m p a i g n
Research
Does performance management and quality monitoring really work the way you would like it to?
21%1-50
23%51-100
6%301-600 25%101-300
1001-3000
10%601-1000
5%
3000+
10%
How many FTEs are employed in your customer service operation?
Which of the following descriptions ring true for you?
35%A time consuming process that under delivers on value
Negative Experiences
Which of the following descriptions ring true for you?
38%A way of
evaluating performance that
is often not trusted
Negative Experiences
Which of the following descriptions ring true for you?
22%An empowering
form of self management
Negative Experiences
Which of the following descriptions ring true for you?
18%A broken process
that does not support our
service strategy
Negative Experiences
Which of the following descriptions ring true for you?
10%An expensive way to satisfy external
regulatory demands
Negative Experiences
ExpensiveManual Process
LowSampleSize
LowBehaviouralImpact
WeakProof Points
“Unfair!”
PerformanceChangesMissed
NonSpecificCoaching
SituationsRemainUnaffected
LowCredibilityEvidence
InflexibleScoring
“It picks up on the small mistakes they make and often doesn't recognise the good things they do”
“Agent’s main concern is fairness of scores from a small sample size”
“Regimented criteria on the QA scorecard leads to rote customer experiences, with advisors optimising conversations to the scorecard and not to individual customer needs”
“Advisors don't buy in to feedback. Lack of sufficient real examples to use in coaching conversation”
“It's based on what the business defines as quality rather than what the customer defines as quality”
“It's inconsistent”
“Coach and develop me; don't just assess me!”
“Not enough 121 time with feedback coach”
Results are based on process or policy that the advisors cannot change”
Feedback on calls not given in a timely manner - same mistakes being repeated”
top related