Part of my job is to view reports on overall performance of each site and account. Not only do I need to analyze them to check if the metrics make sense as a whole, but determine the roadblocks for me to recommend a solution, which usually ends up in training the agents, their supervisors, operational support and leadership.
My past experience as a call monitoring specialist has always led me to focus on call quality and CSAT (Customer Satisfaction) when viewing the reports. I always question the validity of the scoring system of Call Quality within the center because often enough, the numbers don’t make sense.
Tom Vander Well, writer of QAQnA revisited one of his posts, reminding readers that having a “Not Applicable” value in a quality form is definitely applicable. It does skew the numbers, if not used properly.
I would say if you want to know the true numbers then don’t even include it, as it relates to customer satisfaction. Why would you include the item in the first place if it was rarely expected on a call?
It should be part of another form. Acknowledge it is a gap that you need to address, whether it is agent or center centric. Measure its improvement or how close you are to close the gap, and not tie it to an absolute score.
If you do, wrong behavior and habits will form and you will find yourself on a “see-saw” effect on your metrics.
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