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CSAT and Quality monitoring Corelation

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  • #35229

    Partha
    Participant

    Hi ,
    Can there be any corelation between csat survey scores and the quality monitoring scores generated internally in a call center . Can  DMAIC rigor be applied to the entire pocess ?
     
    Partha

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    #118618

    sukesh
    Member

    Yes there is a corelation between both CSAT and Internal Quality Review. Both give you defects or in call centre terms. Both are used for one single pupose improvement. If  both tell you the same story then you know that you have a perfect alignment of your CSAT with your Internal Quality. As far as DMAIC is concerned we are currently in the measure stage of aligning both.
    Sukesh
     
     

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    #118622

    Bonnie Bernard
    Participant

    Partha,
    Ideally CSAT & Response Quality scores should have a strong correlation. But most of the time it is been noticed that there will be no correlation between those two after analysing using regression tool. This means that the RQ scoring methodology is not correct.
    Bonnie Bernard

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    #118623

    Whitehurst
    Participant

    Yes Bonnie you are right most of the quality  monitoring has no corelation with the CSAT becuase 99% of the time the method is not right that it is screwed up so first of all change the mehodolgy in the Measure phase and close the project or apply some common sense!!
    hope this helps partha !!

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    #118626

    indresh
    Participant

    i too agree with Joe
    but would like to make a point here, the parameters which the customer uses to answer questions in CSI surveys needs to be linked with the internal measures not necessarily the audit measures that we do internally on our call centre.
    giving you an example
    – we ask customer rate us on scale of 1-5 (poor to excellent) on ease of getting through our call centre
    using the DMAIC rigor lead to first have all internal measures which impact this process (customer call – call coming to IVR- call routing to agent level etc)
    internal measure included switch congestion, IVR ports availability and workstations availability based on call volumes during peak and non pak hours
    hence these internal parameters with data lead to root causes and reaching optimum solution.
    so both your queries i suppose have been answered as to relation between CSat and internal scores and if we can use DMAIC
    rgds,
    do write to me at [email protected] for further clarifications if need be

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    #118631

    Ajaydeep
    Participant

    Hi,
    That is what we have tried in our call center, redoing the monitoring form as per the survey questions that are asked by the customers.I have a few more queries,
    1)what should be the best way to set a Bench Mark score for monitoring?How often it should be revised?
    2)There are certain acceptable limints those can vary during calibration among the quality mentors.Can we deploy some sort of run chart that tells me immediately if any of the quality monitors is going OFF the acceptable limits by looking at the scores he’s giving?
    Thanks,
    Ajaydeep Singh

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    #134673

    Bhupesh Vats
    Participant

    Hi,
    In ideal scenrio there should be a co-relation between external C-sat and internal C-sat, however, statistically it has been proven that we hardly find it. There are several reasons for the same and one of the prime reason is that the calls that are being monitored are most of the time not the same on which we recieve feedback from Customer.
    If by luck we get a call audited on which we have recieved a survey, rating is almost the same in both (Survey and internal monitoring). Hope this will help.
    Regards,
    Bhupesh Vats

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