# Measuring Call Quality in a call center.

Six Sigma – iSixSigma Forums Old Forums General Measuring Call Quality in a call center.

Viewing 16 posts - 1 through 16 (of 16 total)
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• #36310

Savage
Participant

I was hoping to get some advice and input on the best way for a company to measure call quality in one of its call centers.  My company currently utilizes a 28 question call monitor form that supervisors utilize.  At first glance I would think ’28 questions, 28 opportunities per call monitored.’  This is where it gets a little tricky though.  Not all questions apply to all calls therefore while some questions appear 100% of the time others show up less than half the time.  I have tried to do a throughput yield for some of this data by starting with the number 1 and multiplying that by the frequency with which a question is applicable then multiplying that portion only by the success rate for the particular question then adding the inverse of the frequency (the unaffected portion) before continuing to the next question.  In other words:
If question number 1 “The associate explained applicable fees” is applicable in 50% of the calls monitored and has a success rate of 90% when it appears I would do the following:
(1*.5)*.90 = .45
.5+.45 = .95
So .95 would be my yield through question #1, I would then take that .95 as my starting point for question #2 and repeat the process.  Is this a proper way to calculate yield when certain steps (in this case questions) only appear as opportunities on a portion of all cycles?  Any other advice and insight on measuring call quality would be appreciated as well, thanks!

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#105536

boettler
Member

Matt,
With my scant practical knowledge, i would first ask what are you trying to acheive… are you trying to say that your operators are xsigma?
What is the VOC.. being a call centre, surely you will have SLA’s by which you may be better off calculating a sigma rating for.
In my experience, the measurement of individual operator performance is used for their appraisals, unless you are going to be telling them that their pay award depends on them scoring xsigma or better, I’m struggling to see what you would use this for.
This is not criticizm, as I said above, I’m just learning too.

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#105549

nancy
Participant

Hi, Matt!
I work wi

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#105555

Sitaram Iyengar
Member

Benchmark with ASQ Call Center in their Milwaukee offices. You can set up a time and they will share a whole load of best practices that you can implement right away.. Let me know if you need additional help.

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#105559

Arora
Participant

Matt,
Change the question pattern to suit all calls(or atleast most of them).If not, give full marks to questions not applicable to that call.Just add scores/Total %.
jes my thot.
Kris

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#105563

howe
Participant

It should not be a problem.
why 28? too many questions. You should have enough questions to cover the main quality criteria such as: Opening, call resolution, closing, professionalism…and few more….Giving you agents some flexibility if critical to reduce your turnover….too much detail is useless.
Mike

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#105579

Anjula
Participant

Hi Matt,
I would suggest that your Call Monitoring Form can have these major sections, Call Opening, Listening, Call control, Call handling, Hold procedure, Call Escalation, Communication Skills, Closing and Product or Process Knowledge. Define the % for each Section and then further divide it amongst various parameters within for eg  Call Opening should carry 3% of total weight age so the parameters of Call opening  like Agent followed the script, Agent did not rush the call & sounded clear, and  Agent was enthusiastic each should carry 1 mark.
You decide how much weight age Soft skills should carry and how much Product/Process Knowledge. The form which  designed is in Excel and I have given an option of unapplicable too where if a particular parameter is NA, the total percentage is affected accordingly for eg Hold procedure may not be applicable in all the calls.
HTH
Anjula

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#105604

J Capano
Participant

If you do the 28 question analysis it predominately covers a broad spectrum of generic situations for VOC.  What is the possibility of tracking number of repeat calls from same customer for same problem.  Other thoughts include the number of times a support person is needed to call customer back.  Another aspect is hold time(s).  How long is mean time to customer satisfaction.  What standard deviation is allowed that coincides with the process capability.

I think sometime we as the “expert” fail to realize that sometimes just a kind tone or using the proper mannerisms can actually get us farther with customer satisfaction.

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#105716

Richard
Member

Matt:
I work in an outbound call center where we have in-depth Quality Service forms similar in volume of questions to the 28 question analysis type form that you have. The completed forms are reviewed and provide direction for CSR coaching by supervisors. It would be most interesting to know if you have received any insite or input from other sources that you can share with us.

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#106367

boettler
Member

Matt,
I have created a number of simple databases which the call centre populates using their monitoring forms.
These forms contain numerous categories regarding the content / script path.
Each of these are scored 1-3 or N/A (1 poor, 2 good, 3 excellent), the database calculates their performance by simply calculating the score they have acheived against the score they could have potentially acheived. eg. if the question was N/A then it’s potential rating of 3 would not be included in the calculation.
Let me know if you want to go down a similar route and I’l be happy to assist / share examples of what I have done.
If so desired, you could always comvert the percentage score to a sigma rating.
Good luck
Rob

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#106476

Mike Smith
Participant

We have a call monitoring process for our inbound customer service call center.
We have 26 items broken into 3 sections, Call management, Communication and Complete & Accurate information.
We did a gauge R&R with 10 appraisers on 5 calls -twice.
The GR&R result was 15% on all within appraisers and 15% for all appraisers vs. standard. Some questions were a bit better than others, some appraisers were a bit better than others, questions that were rated ok/not ok were not better than those rated with ok/in between/not ok, so the upshot is the process does not work.
It is not working at all. If you want a copy of the mpj send me a request t [email protected]

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#106520

walden
Participant

Hi Mike,
I did a similar exercise and the results are quite similar.Can you share your mpj file with me?
I’m at [email protected]

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#106521

Dushyanth
Participant

Is DPMO just DPU*1million.

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#106522

Anonymous
Guest

DPO is basically the number of defects on a unit divided by the number of opportunities for making the unit correctly.
For example, let’s assume that you’re manufacturing a potential divider. Then you have a pcb of the correct size, a correctly etched copper track, four correctly positioned holes, two resistors of the correct value, two correct resistor tolerances, two correct resistor power ratings, two correct resistor diamters, two correct solder joints … Oh! By the way, you can improve your DPMO by finding more and more spurious ‘opportunities’ – after all that is what the originators of DPMO did.
It’s a fine game isn’t it?
Now for the tricky part – what happens when there is a problem with the solder flow process and all the tracks bridge and make one large defect?
Confused?
My advice is to use % defective or PPM defective. But I’m open to a counter argument.
Andy

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#106584

ktang
Participant

Mike, I would apreciate if you can share yr file with me.  Thks.  [email protected]

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#106630

ktang
Participant

Hi Mike,  Can you share your mpj file with me? I work for a call centre . Thankyou.  What does mpj stand for?
I’m at [email protected]

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