Operations
Running it day to day
Feedback, disputes, evaluator workload and the routing of process findings — which is where the largest value sits and where most programmes stop.
Procedure
Delivering Feedback That Changes Behaviour
The evaluation is worthless if the conversation produces no change. What the research suggests, and what practice usually does instead.
Procedure
A dispute route is not an administrative burden. It is the mechanism that finds broken scorecard items, inconsistent evaluators and transcription failures.
Procedure
Getting Process Findings Out of QA Data
Much of what QA discovers is not an agent problem. Routing those findings to people who can fix them is the highest-value output.
Analysis
Evaluator Workload and Score Quality
Score quality degrades measurably with volume and session length. Most programmes set evaluator targets without knowing where that threshold sits.
Analysis
QA in Outsourced and BPO Environments
When the agents work for someone else, QA becomes a contractual instrument as well as a quality one, and the incentives point in unhelpful directions.
Procedure
From selecting an interaction to a closed action. Most programmes have the first three steps and stop, which is why the output does not change anything.
Analysis
What QA Does to the People Being Measured
Contact centre attrition is high and quality programmes contribute to it. The design choices that make monitoring tolerable are known and rarely applied.
7 notes in this section