Common QA Pitfalls: Lack of Statistical Discipline

Statistics_1
Many companies implement internal Qualy Assessment (QA) programs, using the data generated as part of a front-line
agent’s performance review. In some cases, they reward agents with incentives based on QA
scores. We have, however, found it quite common for companies to design their scoring tool and set up the program with little regard for statistical validity, making the resulting data suspect.

Common statistical problems include sample sizes that are inadequate to provide reliable results at
the individual agent level or scoring tools that could never generate objective, statistically valid data. Let me ask you a reasonable question: If an unhappy employee (or former
employee) chose to take issue with your QA process, would it stand the test?
It is
imperative for any QA program to give consideration to their scoring
methodology and sampling approach. Only then can you have confidence in the data
gleaned from your analyst team.

Related Posts:
How Many Calls is Enough?
"Not Applicable" is Definitely Applicable

Flickr photo courtesy of inju

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: