Assessing Employee Performance Gaps With a Call Quality Guide

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This is Part 2 in a 3-part blog series about how to assess call cen­ter employee per­for­mance gaps. The first post dealt with how to cre­ate a form to mon­i­tor per­for­mance Stan­dards and Objectives.

Your mon­i­tor­ing form is the cor­ner­stone of a pro­gram to iden­tify and cor­rect employee per­for­mance gaps. But to help you in your quest for con­sis­tency and fair­ness, you also need to have a Call Qual­ity Guide. This is a one or two page doc­u­ment that pro­vides a brief expla­na­tion of each Stan­dard and Objective.

What if you’ve con­sis­tently scored an employee a 2 in pro­fes­sion­al­ism and the employee wants to know what, specif­i­cally, he or she needs to do dif­fer­ently in order to score a 3? As noted in the first post in this series, the ideal sit­u­a­tion is that all agents as well as those mon­i­tor­ing calls agree on what “pro­fes­sional” sounds like. That’s where your Call Qual­ity Guide comes in handy.

Here’s a sam­ple of how two Stan­dards noted on a mon­i­tor­ing form might be reflected on the cor­re­spond­ing Call Qual­ity Guide:

Stan­dard

Yes

No

Gathers/verifies caller data Fol­lows sys­tem branch­ing and ver­i­fies data ver­bally; uses appro­pri­ate script if caller refuses to give information Does not use sys­tem; does not ver­bally ver­ify data; does not use appro­pri­ate script if caller refuses to give information
Gives accu­rate and com­plete information Gives infor­ma­tion which accu­rately and com­pletely answers caller’s ques­tion; con­firms caller’s under­stand­ing; fol­lows instruc­tions given in CSR notes. Gives inac­cu­rate or incom­plete infor­ma­tion, and/or does not con­firm caller’s under­stand­ing; does not fol­low instruc­tions given in CSR notes.

Defin­ing employee per­for­mance Stan­dards in this man­ner makes it easy for any trained observer to iden­tify per­for­mance gaps.

When mea­sur­ing Stan­dards, you deter­mine gaps in per­for­mance in terms of whether or not the Stan­dard was met. When mea­sur­ing Objec­tives, how­ever, you assess how well the Objec­tives were met.

Use a range to score Objec­tives. Here’s an example:

Objec­tive

1
Needs Improvement

2
Satisfactory

Excel­lent or N/A

Uses script well Does not fol­low script or instructions Reads script, fol­lows instruc­tions, sounds nat­ural, not rote Fol­lows script & instruc­tions but per­son­al­izes for caller; sounds natural
Iden­ti­fies a spe­cific ques­tion to answer Attempts to answer a gen­eral question Uses script to change gen­eral ques­tion to a spe­cific one Per­son­al­izes script to caller to elicit a spe­cific question
Uses pro­fes­sional tone of voice Tone is impa­tient or condescending Tone is neu­tral or pleas­ant but lacks confidence Patiently and con­fi­dently deals with all issues

Devel­op­ing a Call Qual­ity Guide may take some time, but it is well worth it. You’ll be able to clearly com­mu­ni­cate Stan­dards and Objec­tives to your agents, and with ongo­ing cal­i­bra­tion (stay tuned to post 3 in this series), you’ll be able to mon­i­tor them in a con­sis­tent manner.

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