Double Dinging and Domino Dinging

Double dings. In the world of Quality Assessment (QA) there are few injuries more heinous to a Customer Service Representative (CSR) than to “double ding” them. In the parlance of Call Center QA, this means that you mark them down on two different QA elements for the same behavioral infraction. For example, the CSR leaves the caller in a looooooooong period of unexplained silence (also known as “dead air”). The supervisor or QA analyst marks the CSR down on the QA form for “leaving the caller in dead air” and “not matching the caller’s pace.” The result is that the one behavior is being scored in two different places on the QA form. Thus, the dreaded “double ding.”

Note: In many cases, “double dinging” result from poorly defined elements on the scale. The person analyzing the call doesn’t know where a behavioral infraction “fits” in the scale, so they mark down in a couple of places. If you’ve got people “double dinging” you might want to take a look at your scale.

There are times, however, when one behavioral infraction results in a “domino effect.” For example, the CSR pulls up the customer’s account and finds that the previous CSR did not handle the customer’s issue correctly. Rather than simply correcting the mistake, the CSR proceeds to complain to the customer how their coworker made such a bone-headed mistake. The CSR rambles on about how the company rushes people through training and puts them on the phone before they are ready. In this scenario, the CSR’s disparaging comments result in the QA analyst “dinging” him for “tearing down the customer’s confidence” but also for “not managing the length of the call.” In effect, the CSR’s inappropriate rant had a domino effect. He not only tore down the customer’s confidence in the company with his negative comments (ding one), but his incessant rambling also resulted in keeping the customer on the phone longer than necessary (ding two).

When analyzing calls, it’s important to make a distinction between “double dinging” (penalizing the CSR twice for the same behavior) and “domino dinging” (recognizing that one behavior had a domino effect, resulting in multiple infractions).

Creative Commons photo courtesy of Flickr and pixiesticks23

  6 comments for “Double Dinging and Domino Dinging

  1. M.
    July 8, 2009 at 2:07 pm

    Thank you so much for posting this! Our team coaches see nearly all instances of scoring down two elements as double dinging. They either don’t seem to understand the domino effect, or don’t feel that it’s necessary. A revamp of our scorecard and element definitions is in the works; I was having a hard time trying to work around the domino effect but seeing that I’m not alone is a great relief!

  2. July 8, 2009 at 2:37 pm

    I’m glad this was helpful for you M. Good luck with revamping the scorecard. I hope I’ve been able to provide some information that will be helpful for you. Let me know how it goes!

  3. Abdielt01
    November 15, 2011 at 9:03 am

    Hello!

    Greetings for the day.
    Abdiel Technologies

    Regards,
    Abdiel Technologies.

  4. abdiel technologies
    November 15, 2011 at 9:05 am

    Hello!

    Greetings for the day.
    Abdiel Technologies

    Regards,
    Abdiel Technologies.

  5. Amigos Solutions In
    December 21, 2011 at 9:31 am

    hello…

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: