P&Qc 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 ser...
Which of the following descriptions
ring true for you?
35%
A time consuming
process that under
delivers on value
Negative ...
Which of the following descriptions
ring true for you?
38%
A way of evaluating
performance that is
often not trusted
Negat...
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
Neg...
Which of the following descriptions
ring true for you?
10%
An expensive way to
satisfy external
regulatory demands
Negativ...
Expensive
Manual
Process
Low
Sample
Size
Low
Behavioural
Impact
Weak
Proof
Points
“Unfair!”
Performance
Changes
Missed
Non...
“It picks up on the small
mistakes they make and
often doesn't recognise
the good things they do”
“Agent’s main concern is...
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P&Q Research

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Original research that drove the development of the strategic planning framework and the P&Q Challenge

Published in: Business, Education
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P&Q Research

  1. 1. P&Qc a m p a i g n Research
  2. 2. Does performance management and quality monitoring really work the way you would like it to?
  3. 3. 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?
  4. 4. Which of the following descriptions ring true for you? 35% A time consuming process that under delivers on value Negative Experiences
  5. 5. Which of the following descriptions ring true for you? 38% A way of evaluating performance that is often not trusted Negative Experiences
  6. 6. Which of the following descriptions ring true for you? 22% An empowering form of self management Negative Experiences
  7. 7. Which of the following descriptions ring true for you? 18% A broken process that does not support our service strategy Negative Experiences
  8. 8. Which of the following descriptions ring true for you? 10% An expensive way to satisfy external regulatory demands Negative Experiences
  9. 9. Expensive Manual Process Low Sample Size Low Behavioural Impact Weak Proof Points “Unfair!” Performance Changes Missed Non Specific Coaching Situations Remain Unaffected Low Credibility Evidence Inflexible Scoring
  10. 10. “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”

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