The Performance and Quality(P&Q) Campaign was launched to modernise a core industry competency in the shortest possible time. The overall vision is to get everyone in the UK contact centre industry to collectively invent the next generation of operational practice in performance and quality management, and then use that to work in new, more effective ways.

1. A slideshare by

2. THE P&Q CAMPAIGN
The aim is to get everyone in the UK
contact centre industry to collectively
invent the next generation of
operational practice in performance and
quality management, and then use that
to work in new, more effective ways.

3. WHO WAS INVOLVED IN
THE P&Q CAMPAIGN
• 174 organisations from a variety of sectors
• 26% of companies have 101 - 300 customer
service employees
• 11% of companies have over 1000 customer
service staff

4. WHAT DOES THE
INDUSTRY THINK OF
THE CURRENT STATE
OF PERFORMANCE
MANAGEMENT?

5. of companies saw
the current process
42% as effective for
capturing
performance insight

6. 37% 54%
of companies think the current of companies said
process is effective for it was effective for
improving KPI’s better coaching
… but only
1 in 5 companies saw the current practice as an
empowering form of self management

7. WHAT ARE THE
PRIORITIES FOR
PERFORMANCE
MANAGEMENT
GOING FORWARD?

9. WHAT'S ON YOUR
WISHLIST FOR
NEXT GENERATION
PERFORMANCE AND
QUALITY MANAGEMENT?

11. 49%
of companies say performance
management needs to focus on
improving coaching in the future

12. WHAT WOULD YOU
LIKE THE NEXT
GENERATION OF
PERFORMANCE AND
QUALITY MANAGEMENT
TO ACHIEVE?

13. A shift from managing the "number" to managing, coaching, understanding
the behaviours that drive performance & quality performance
Self managed performance supported by coaching by exception from a
team leader focused on problem resolution and customer experience
Greater staff empowerment to own the customer experience
rather than have it dictated to them through KPIs
Ban % answered in X seconds. Replace with only three metrics:
Customer Satisfaction, Rating Customer Effort and Failure Demand
Real time dashboards for the agent and manager. Trend analysis,
exception reporting, highlighting issues / opportunities

14. PERFORMANCE
MANAGEMENT TOP TIPS:
• Relevant coaching is vital for affecting performance improvement
• Reducing the delta between best and worst performer is
probably the single most effective strategy for improving
ROI on human capital
• The customer voice has to be a major input in quality
assessment in today’s so called ‘experience economy’
• Self managed learning is the most cost effective and sustainable
form of learning
• Giving advisors the tools to do that makes sense

15. ABOUT NEXIDIA
Nexidia works with some of the world’s largest contact
centres to develop and deliver comprehensive video and
audio search platforms. Innovation is at the heart of the
systems that Nexidia develops, which are completely owned
by the company. Being able to capture multi-channel
interactions, analyse the data and then develop business
strategies to improve the performance of every aspect of a
contact centre is at the heart of everything Nexidia do.
For more information about Nexidia, visit www.nexidia.com