Assessing the value of the quality you receive in #callcenter work is hard
Imagine that you are hiring call centers to do work for you. How do you assess the workers? How do you assess the company as a whole? Each person has unique skills and will be put through different situations. One person might be more efficient at their work (more calls / hour) while another person might be better at calming down complicated situations! Some people are just pleasant to talk to — efficient or not, and might gain your company popularity. A few workers might
give wrong answers to questions, or just make things up — imagine what that can do to your reputation. Everyone is different and it is not always to easy to figure out who is ideal for your needs.
There are factors that I am thinking of that you might not be thinking of. How fast will the worker quit? If you train someone to do your work, and you invested a lot of time in them, it is expensive if they quit. Imagine investing $1000 of your time in someone just to have them quit three weeks later. How can you predict who will quit and who won’t?
When you tally up the scores of all of the people you are comparing, give points for efficiency, and points for how they make people feel. Subtract points for unreliable behaviors. If you are picky, one small goof and you are fired. Most employers have a longer string than that, but you have to figure out how much incompetency you can handle, because there is a lot of it out there!
When assessing the value of the company as a whole, after going through five or more workers, you will get a sense of the quality standards of the company. In my opinion, you are as good as your worst employee. But, on the other hand if you have a few great ones to make up for the bad ones, it somewhat compensates!
Tweets
(1) If you have a few star employees to make up for the duds, it somewhat compensates!
(2) Imagine that you are hiring call centers to do work for you. How do you assess the workers?
(3) One #callcenter employee might be more efficient while another might be more pleasant to talk with!
(4) Imagine investing $1000 of your time training someone who quits 3 weeks later?
(5) When you tally up the score, give points for efficiency, pleasantness & deduct for mistakes!
(6) When assessing the value of a company as a whole, try out 5 or more workers; get an average score!
You might also like:
Training and assessing your workers
http://bpo.123outsource.net/2013/06/04/training-and-assessing-your-workers/
Does your team function as a team?
http://bpo.123outsource.net/2014/01/18/does-your-team-function-as-a-team/