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The Performance and Quality(P&Q) Campaign was launched to modernise a core industry competency in the shortest possible time. The overall vision is to get everyone in the UK contact centre industry to collectively invent the next generation of operational practice in performance and quality management, and then use that to work in new, more effective ways.
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A slideshare by
THE P&Q CAMPAIGN
The aim is to get everyone in the UK
contact centre industry to collectively
invent the next generation of
operational practice in performance and
quality management, and then use that
to work in new, more effective ways.
WHO WAS INVOLVED IN THE P&Q CAMPAIGN
• 174 organisations from a variety of sectors
• 26% of companies have 101 - 300 customer
service employees
• 11% of companies have over 1000 customer
service staff
WHAT DOES THE INDUSTRY THINK OF THE CURRENT STATE OF PERFORMANCE
MANAGEMENT?
of companies saw the current process as effective for capturing performance insight
42%
of companies think the current process is effective for
improving KPI’s
37%
companies saw the current practice as an
empowering form of self management
… but only
1 in 5
of companies said it was effective for
better coaching
54%
WHAT ARE THE PRIORITIES FOR PERFORMANCE MANAGEMENT
GOING FORWARD?
WHAT'S ON YOUR WISHLIST FOR
NEXT GENERATION PERFORMANCE AND
QUALITY MANAGEMENT?
of companies say performance management needs to focus on
improving coaching in the future
49%
WHAT WOULD YOU LIKE THE NEXT
GENERATION OF PERFORMANCE AND
QUALITY MANAGEMENT TO ACHIEVE?
A shift from managing the "number" to managing, coaching, understanding
the behaviours that drive performance & quality performance
Self managed performance supported by coaching by exception from a
team leader focused on problem resolution and customer experience
Greater staff empowerment to own the customer experience
rather than have it dictated to them through KPIs
Ban % answered in X seconds. Replace with only three metrics:
Customer Satisfaction, Rating Customer Effort and Failure Demand
Real time dashboards for the agent and manager. Trend analysis,
exception reporting, highlighting issues / opportunities
PERFORMANCE MANAGEMENT TOP TIPS:
• Relevant coaching is vital for affecting performance improvement
• Reducing the delta between best and worst performer is
probably the single most effective strategy for improving
ROI on human capital
• The customer voice has to be a major input in quality
assessment in today’s so called ‘experience economy’
• Self managed learning is the most cost effective and sustainable
form of learning
• Giving advisors the tools to do that makes sense
ABOUT NEXIDIA
Nexidia works with some of the world’s largest contact
centres to develop and deliver comprehensive video and
audio search platforms. Innovation is at the heart of the
systems that Nexidia develops, which are completely owned
by the company. Being able to capture multi-channel
interactions, analyse the data and then develop business
strategies to improve the performance of every aspect of a
contact centre is at the heart of everything Nexidia do.
For more information about Nexidia, visit www.nexidia.com
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