QA Methodology Pitfalls: Equal Weighting

Many Quality Assessment (QA) scorecards do a nice job of listing and defining all of the required behavioral elements, but they give each of the elements the same statistical weight in the overall service score. This can lead to QA agents focusing their coaching efforts on one element when an element that has greater impact on customer satisfaction is disregarded.

If you think about the customer's overall satisfaction as a pie, there are slices of that pie that are larger than others. For example, customers usually places a higher "weight" on resolving their issue than they do on how well the CSR managed the pace of the call. Because that piece of the customer's satisfaction pie is more significant (which elements are more or less important can be discovered through valid customer satisfaction research), that piece should accordingly be given greater weight in calculating whatever overall service the CSR receives.

Related Posts:
Common QA Pitfalls: Lack of Statistical Discipline
Common QA Pitfalls: Lack of Training

Flickr photo courtesy of Mouse

Comments

[Meikah Delid]

Good reminder here, Tom! It's tempting to fall into the trap of the easy-does-it. Each item in a scorecard should be weighed carefully to give way to valid results.