| |
|
| Question 1: Do you monitor your agents to
measure quality of service? |
| Description of Answer |
Respondents
|
| Yes |
90.98% |
| No |
9.02% |
| |
|
| Question 2: How do you monitor their calls? |
| Description of Answer |
Respondents |
| Combination |
53.33% |
| Live monitoring (remotely) |
18.33% |
| Automated recording |
14.72% |
| Side-by-side observation |
7.50% |
| Desktop recorders (manual) |
6.12% |
| |
|
| Question 3: Please indicate the combination
that you use. (must add to 100) |
| Description of Answer |
Respondents |
| Automated recording |
34.68% |
| Live |
31.40% |
| Side-by-side observations |
20.43% |
| Desktop recorders (manual) |
13.49% |
| |
|
| Question 4: How satisfied are you with the
approach you are currently using? |
| Description of Answer |
Respondents |
| Satisfied |
44.92% |
| Neither satisfied nor dissatisfied |
18.93% |
| Very satisfied |
16.95% |
| Dissatisfied |
16.67% |
| Very dissatisfied |
2.53% |
| |
|
| Question 5 : What criteria do you use to
evaluate each call? |
| Description of Answer |
Respondents |
Criteria developed in-house
(created own) |
94.59% |
Purchased program with
defined criteria. |
5.41% |
| |
|
| Question 6 : How satisfied are you with that
call evaluation package? |
| Description of Answer |
Respondents |
| Satisfied |
58.82% |
| neither satisfied nor dissatisfied |
23.53% |
| Very Satisfied |
17.65% |
| |
|
| Question 7: We know that contact centers
struggle in the area of consistent monitoring. How consistent would you
say your current monitoring approach is? |
| Description of Answer |
Respondents
|
| Reliable - We usually stay on schedule |
45.06% |
| Not reliable or unrealistic - Hit or
miss...we make the goals about 50% of the time |
20.35% |
| Very consistent - we hit the targeted number
of audits on time consistently |
17.15% |
| Unreliable - When we make a concerted effort,
we make the targets otherwise it slips. |
12.79% |
| Very unreliable - We usually end up crunching
several audits in a short time period to make up a specific goal |
4.65% |
| |
|
| Question 8: Who is primarily responsible for
monitoring the agents? |
| Description of Answer |
Respondents |
| Direct supervisor/manager |
52.62% |
| Dedicated quality assurance team |
29.94% |
| Other |
10.17% |
| Senior agent within the team |
6.43% |
| Peer review |
0.87% |
| |
|
| Question 9: On average, how many inquiries does
each agent handle per month? |
| Description of Answer |
Respondents |
|
2,328.67 |
| |
|
| Question 10: Do you feel the number of audits
currently being conducted each month is adequate? |
| Description of Answer |
Respondents |
| No - We should really be doing slightly more
audits per month per agent |
34.94% |
| Yes - we conduct an adequate number of audits
per agent each month |
33.73% |
| No - we should really be doing significantly
more audits per month per agent |
30.12% |
| No - we are conducting more audits per month
per agent than needed |
1.21% |
| |
|
| Question 11 : What do you feel is the primary
reason more audits are not completed? |
| Description of Answer |
Respondents |
Other priorities put
monitoring on the back-burner |
94.59% |
| Not enough dollars allocated to conduct the
audits |
12.96% |
| Not enough trained resources to perform the
audits |
12.96% |
Other |
11.12% |
| |
|
| Question 12: Of the audits performed how are
they selected? |
| Description of Answer |
Respondents
|
| Randomly selected (i.e.. random inquires
pulled on daily basis) |
48.16% |
| Whatever calls happen to occur when I have
time to audit |
35.89% |
| Statistically selected throughout the month |
11.35% |
| Other |
4.60% |
| |
|
| Question 13: How often are audit results
reviewed with the agent? |
| Description of Answer |
Respondents |
| Results reviewed each week in person (going
over sample audits) |
34.57% |
| Once a month one-on-ones reviewing the
overall results |
33.02% |
| Once a month one-on-ones reviewing sample
audits (listening together) |
17.28% |
| They receive weekly reports (no personal
review unless an issue) |
15.13% |
| |
|
| Question 14: How often do you feel you are
understaffed? |
| Description of Answer |
Respondents |
| Occasionally (2-4 months out of the year) |
36.65% |
| Frequently (4-8 months out of the year) |
26.09% |
| Rarely (1-2 months out of the year) |
16.46% |
| Almost always (more than 8 months out of the
year) |
14.60% |
| Almost never (less than 1 month out of the
year) |
6.20% |
| |
|
