One of the foundations of successful QA is objectivity. When a supervisor or QA scorer is analyzing a call, it’s imperative that she or he objectively measures what did or did not take place in that particular moment of truth with the customer. Too often, call scorers are given to relativity in their analysis rather than objectivity.
Through years of calibrating with different QA and supervisory teams, I’ve learned to be wary of two words…
These two words usually precede an excuse for behavior that damages objectivity. Here are the three most common "Yeah, but…"s I hear:
- "Yeah, but…the CSR was really having a bad day." (the customer doesn’t care)
- "Yeah, but…this was an improvement over what this CSR used to be like."(the customer doesn’t care)
- "Yeah, but…this CSR is new." (the customer doesn’t care)
While each of the above statements may be true, it doesn’t change the fact that the customer received a negative service experience. The goal of QA should be to build consistency in service delivery no matter who is delivering that service – no matter what the circumstance. Once you start excusing behavior and giving CSRs a "pass" for a "yeah, but…." – you’ve crossed a line that brings the validity of every call evaluation into question.
Do you have any "yeah, but…"s you’ve heard in your own call center that you’d like to share? Click on the "comment" link at the bottom of this post and share it with us. (E-mail subscribers: Click on the title in this e-mail, which will take you to the web-page of this particular post. Once there, you can scroll down and leave a comment!)