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Gage RR- Applicability to call monitoring agents

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Viewing 7 posts - 1 through 7 (of 7 total)
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  • May 26, 2007 at 10:19 am #47091

    kapil
    ★ 10 Years ★
    Participant

    Hi
    Wanted to seek an opinion on performing Gage R&R for call monitoring process. Currently we perform a calibration wherein different participants listen to a call and rate them against predefined parameters. How can we perform a Gage R&R for the call monitoring process ?
    Thanks
     

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    May 26, 2007 at 11:09 am #156593

    AT
    ★ 10 Years ★
    Participant

    Dear Kapil..
    Since the data coming from your study would be attribute type, we need to assess probability of false acceptance, probability of false rejection and Bias tems. Through which the we can assess the ability of participants rather using the term GR&R which would be more appropiate for continous data type.
    If you are interested to on that process…pl mail me for more details.
    Best regards,
    Ramesh Patnana

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    May 26, 2007 at 11:26 am #156594

    Silviu
    ★ 10 Years ★
    Member

    Kapil,
    start with operational definition of the parameters you have in the form.
    Get a sample of 30 calls (random picked).
    Make an expert to rate the calls (it will be a standard) using the operational definition.
    Get at least two measuring persons to rate the sample calls twice, using the same operational definition.
    Summarize cases where one tester rated same call differently (REPEATIBILITY) and cases where different persons rated same calls differently (REPRODUCIBILITY).
    Goal is the obtain 100% agreement between call testers and expert.
    Work on the parameters you don’t have R&R, change the operational definition, and get them out of the form….
    Actually I love you idea to do gauge R&R on call ratings. I will do it in our Call Center.
    I am looking forward your answer.
    Thanks
    Silviu

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    May 27, 2007 at 1:38 pm #156620

    kapil
    ★ 10 Years ★
    Participant

    Hey Silviu !
    Thanks a ton ! My problem is that the kind of industry i operate in, there are daily updates and these updates override the previous ones. Hence doing a Repeatibility study is kind of difficult.
    Also the call quality sheet that we use (defined by client) carries a rating scale of 0 to 3 and there are no ground rules defined against these specific ratings. Hence chances of subjectivity in rating are high.
    My struggle is to ensure accuracy of evaluations while i operate with this kind of rating scale.
    Kapil

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    May 27, 2007 at 2:19 pm #156628

    Jim Shelor
    ★ 10 Years ★
    Participant

    Kapil,
    I had a data storage problem like that once.
    I had the IT guys modify the system to download the daily information I needed to a CD before the computer was allowed to overwrite the file.
    Then they gave the data CD to me and I could upload the data into a database that contained the data history.
    With that database, I could analyze anything I wanted.
    Have a good day.
    Jim Shelor

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    May 28, 2007 at 3:27 am #156649

    Anton Javier
    ★ 10 Years ★
    Participant

    Hi Kapil, here is what we are doing on call center GRR:
    1   30 samples (15 known good and 15 known bad) were identified by representatives from quality, operations, and training.  This is now determined as the expert rating or response (whether data or voice)
    2   all data or voice “inspectors” rated the 30 samples using 3 runs.
    3   results were tabulated using minitab GRR attribute.   Voice or data “inspectors” who scored  lower than 70 (or those who scored higher than 70 but whose CI is lower than 70) will be due for calibration with the training team.
    Hope that this helps, Kapil.
    Anton Javier
     
     

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    May 28, 2007 at 5:12 pm #156675

    kapil
    ★ 10 Years ★
    Participant

    Hi Ramesh
    Thanks for sharing your views ! Would surely want to discuss this in more details. Can i have your mail id please?
    Thanks
    Kapil

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