Quality Measurement / Monitoring Service (3PQM)
Available from The Taylor Reach Group Inc.
While all supervisors acknowledge that monitoring is important, they are usually so pressed for time that listening is a “if I can” activity. How often has your team failed to meet the minimum number of monitors in a month?
Even with calls being monitored and evaluated, there is often bias in the results. The bias can be favoritism, or discrimination. Each supervisor usually scores independently and often will treat individual agents differently. Supervisors also often keep the assessment discrete and private, leading to no comparison or historical tracking of the center’s quality overall. Internal Quality Monitoring is fraught with challenges including the conflicted role of the Supervisor as both the Assessor and the Coach. This duality can actually lead to reduced performance and produce an incomplete understanding of how the quality is actually measured and compared.