Phil Gerbyshak listed a great link today in his weblog to a post at Presentation Zen which uses quotes from famous Jazz musicians to discuss keys to successful presentations. One of the quotes was from the legendary Jazz bassist Charles Mingus:
“Anyone can make the simple complicated. Creativity is making the complicated simple.”
The thought struck me that this is true of most QA scorecards. I’ve witnessed so many well intentioned managers finding all sorts of convoluted ways to analyze and score a call. Their methodology is so obtuse that it takes a definition document the size of Moby Dick just to figure out how to score a single element. Then you get it scored and go to calibration to find that you’re in for a debate reminiscent of one of those cable news shows where people firmly entrenched on opposite sides scream at each other.
Scoring a call works best when the QA methodology is very simple:
- What specific behavior are you looking for from the Customer Service Representative (CSR)?
- Was this specific behavior applicable to the call in question?
- If it was applicable, did the CSR do it?
What Mingus was talking about is really just applying the K.I.S.S. method, whether it’s Jazz or QA. That’s cool, man. Very hep.