Auditio Quality Monitoring Weblog

Ik kwam een interessant stukje tegen over de (afwezige) relatie tussen de resultaten van QM en klanttevredenheidscores. Het stond in een whitepaper van Oracle, en ik schrijf het bij dezen over:

p7:

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The benefits of remote supervision
A comprehensive quality assurance strategy – including both call monitoring and quality recording, is crucial for ensuring that qualtiy is maintained across any pool of agents. Deploying remote supervisors offers special value to brick and mortar call centers. Many traditional call centers that use on-site supervisors to monitor the effectiveness of their customer service agents find that their internal performance ratings are out of sync with customer evaluations. Supervisors sometimes find it hard to be objective when they evaluate a person they know and see every day – perhaps someone they hired or trained. In such cases, they may also feel that a low rating reflects poorly on their coaching skills. Supervisors may also fail to understand the customer’s perspective, and may even see the customer’s issue as a fact of life rather than a problem requiring solution (PH: omdat ze zo dicht bij de agent staan). Companies that outsource their agent monitoring, on the other hand, report that outsourced ratings correlate highly with customer experiences.

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uit het whitepaper van Oracle; The Virtual Call Center; infrastructure considerations for Maximizing Productivity, Increasing Customer Satisfaction, and reducing Costs, maart 2007.

Klaarblijkelijk correleert de score van een externe kwaliteitswaarnemer beter met die van de klant, dan de score van een interne kwaliteitswaarnemer.