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”