Unit 3004 – Managing and communicating information
Task 1
Quantitative research involves analysis of numerical data this is based upon accurate facts. Qualitative data is based upon interpretations and opinions.
The main quantitative data used is the DAU this shows numbers and percentages for employees daily and monthly work. The DAU is a reliable source as reflects an employees working performance and as daily basis and factual reports are ran to provide this data. For example the calls and agent takes per hour has a target of 8 and the data shows to the decimal point some agents may be scoring 7.49.
The qualitative data used is Fizzback1 scores; this is based on customer’s opinions. As agents have procedures to follow the customer may feel they have not got what they wanted when they called so might mark the agent a 1 out of 5 when there was nothing further the agent could have offered the customer. This helps us to identify possible procedural changes and the tone the agent uses to explain to the customer. It is also important that agents are also recognising when to promote the additional support the organisation offers. For example water saving kits and when to promote Watersure2, Water Direct3 or even when customers will benefit from having a meter fitted. It helps agents to treat customers individual circumstances apposed to treating them the same.
Quality checks are also part of the qualitative data, although they are marking to make sure all appropriate questions were asked and procedures are stuck to it can fall down to the checkers option against the agents option and each quality checkers options vary.
Another method used is call coaching, this is where a manager and an agent listen to calls to see what was do well, what wasn’t done well and what could be improved. This could also be a manager’s opinion against the agents when listening to calls.
The DAU is sent to individuals on a daily basis however this is put into a simplified, easy to understand table for everyone to see. This helps agents to notice the trends within their own performance on a daily or monthly basis. The source of the information is only accessible to certain individuals to comply with the Data Protection act. To prevent employees from accessing and personal information folders the folders are locked and only those who require and have authorisation may access the data. Fizzback scores are also feedback through managers and the resolution team.
The data can be used to identify trends with agent’s performance. This can fluctuate and provides cumulative data for each month. For example the average calls taken per day can increase or decrease per day and as the month goes on the more data is used to provide an average score. Agents have a one to one meeting with their manager twice a month, one half way through the month and one at the end of the month. They are able to see areas that need improvement, areas that are being achieved and set targets based on this information to be achieved and reviewed by the end of the month. There are also half yearly meetings and end of year meetings to discuss overall performance and compare monthly scores.
When spotting trends with an individual during their one to one meetings, for example a performance issue, they will require further call coaching and one to one meetings (PIP4). This means spending less time with the rest of the team and could have an effect on the team’s performance. This could affect calls per hour and talk time as they spend longer with the customer on hold and longer in break codes.
Trends were noticed when Orbit5 was introduced to a trail team. Although it was designed to improve cash collection targets, the structure was more in depth which affected agents talk time and calls per hour scores shown on the DAU. For example when a customer used to call to set a plan this was a simple, quick call however with orbit the customer needed to be further questions asking ‘why can’t