QUALITY IS FREE, BUT ONLY TO QUALITY IS FREE, BUT ONLY TO THOSE WHO ARE WILLING TO PAY THOSE WHO ARE WILLING TO PAY

HEAVILY FOR IT.HEAVILY FOR IT.

PREPARED BY: ANKUR CHADHAPREPARED BY: ANKUR CHADHA ( (ITIL AND GREEN BELT CERTIFIED ITIL AND GREEN BELT CERTIFIED

SENIOR QASENIOR 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 ControlTo maintain our own standard of quality of work. 

Process AnalysisCalculate FA and NFA Scores

Studying trends over a period of time and incorporate that accordingly.  

Continual ImprovementTo 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.

Side by 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 

1. CTQ: Critical To Quality Characteristics. Customer performance requirements of a product or service. 

2. Defect: Any event that does not meet the specifications of a CTQ. 

3. 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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350

260

198 192

145 138 132108

9072 63 63

51 48 42 42 33 32 3018 18 15 12 12 9 9 6 6 2 0

14.8

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38.5

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96.5

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98.2

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Focus Areas

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

ii) 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 SheetsAn 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