CS+Quality+Assurance+Scoring+System+Manual+(V1.6)

CS+Quality+Assurance+Scoring+System+Manual+(V1.6) - New New...

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Unformatted text preview: New New New SCORING SYSTEM MANUAL Scoring System Manual Version No 1.6 QUALITY MONITORING SHEET Document Control Document Information Information Document Owner Quality Assurance Unit Issue Date File Name CS Quality Assurance Scoring Sysytem Manual TEDATA CONFIDENTIAL PAGE 1 Document History: Versio n Issue Date (Reviewed Date) Reviewer Name Updates [1.4] 01-09-2010 Nehal Saeed Steven Mounir 1- Interactive with customer (P.18) 2- Used good word structure (P.19) 3- Major action (P.22,23) [1.5] 02-01-2011 Nehal Saeed 1- Allocate Asking the customer about required data under Attribute Customer Data and Verification as fatal error ( p.12 ) [1.6] 03-05-2011 Nehal Saeed Steven Mounir 1- correct information given to customer 2- Adjustment in Address customer feelings & used customer name TABLE OF CONTENTS A. Overview 4 B. Objective 4 SCORING SYSTEM MANUAL 1. C. SCORING SYSTEM TECHNIQUE 4 D. Definition And Rules 5 N ON F ATAL D EFINITION 5 MONITORING RULES 5 D OCUMENTATION A ND R EPORTING S YSTEM 5 Monitoring Rules & Methodologies: 6 M EASUREMENTS & C ALCULATIONS : 7 M EASUREMENTS A ND P ARAMETERS : 7 Q UALITY A SSURANCE M ONITORING B ENCHMARK : 8 D OER ' S S KILLS 8 E. Techical Scoring Sheet Items: 9 E-1. Sales Scoring Sheet Items: 10 A TTRIBUTES E XPLANATION A BOUT I TEMS S UBTENDED F ROM T HIS A TTRIBUTE : 11 O PENING (N ON-F ATAL ) 11 C USTOMER D ATA A ND V ERIFICATION (F ATAL ) 11 K NOWLEDGE A ND A CCURACY (F ATAL ) 12 P ROFESSIONALISM (N ON-F ATAL ) 14 C LOSING (N ON-F ATAL ) 17 M AJOR A CTIONS (F ATAL ) 18 G ENERAL C OMMENT 19 C USTOMER S ATISFACTION W ITH R EASONS 19 R EASONS O F D ISSATISFACTION 19 T YPE O F M ONITORING P ROCESS 19 A. Overview This manual seeks to define the features of the new scoring sheet improved recently by the Quality Assurance team, starting from defining the monitoring rules TEDATA CONFIDENTIAL PAGE 3 reaching down to the explanation of the main parts of the sheet by classifying the sheet to attributes containing similar factors. Applying this new monitoring sheet will enable the monitors to define and measure the defect areas in a precise way which will enable having accurate analysis that will aid in identifying the reasons of these defects, developing corrective actions plans that will lead to performance improvement rates. This scoring system is in compliance with the COPC (Customer Operations Performance Center) International standard of contact centers quality management and includes all the items recommended by the COPC organization. B. Objectives Based on the new design we are going to achieve the following objectives Distinguish between the different types of errors (i.e. Fatal to customer, Fatal to business and non Fatal errors) Achieving consistency between monitors by eliminating source of scoring deviations....
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This note was uploaded on 06/22/2011 for the course QA QA 01 taught by Professor Mohamedfailsaly during the Fall '10 term at Alfaisal University.

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CS+Quality+Assurance+Scoring+System+Manual+(V1.6) - New New...

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