Original research that drove the development of the strategic planning framework and the P&Q Challenge

1. P&Qc a m p a i g n
Research

2. Does performance
management and
quality monitoring really
work the way you would
like it to?

3. 21%1-50
23%51-100
6%301-600
25%101-300
1001-3000 10%
601-1000 5%
3000+ 10%
How many FTEs are employed in your
customer service operation?

4. Which of the following descriptions
ring true for you?
35%
A time consuming
process that under
delivers on value
Negative Experiences

5. Which of the following descriptions
ring true for you?
38%
A way of evaluating
performance that is
often not trusted
Negative Experiences

6. Which of the following descriptions
ring true for you?
22%
An empowering form
of self management
Negative Experiences

7. Which of the following descriptions
ring true for you?
18%
A broken process
that does not support
our service strategy
Negative Experiences

8. Which of the following descriptions
ring true for you?
10%
An expensive way to
satisfy external
regulatory demands
Negative Experiences

9. Expensive
Manual
Process
Low
Sample
Size
Low
Behavioural
Impact
Weak
Proof
Points
“Unfair!”
Performance
Changes
Missed
Non
Specific
Coaching
Situations
Remain
Unaffected
Low
Credibility
Evidence
Inflexible
Scoring

10. “It picks up on the small
mistakes they make and
often doesn't recognise
the good things they do”
“Agent’s main concern is
fairness of scores from a
small sample size”
“Regimented criteria on the QA
scorecard leads to rote
customer experiences, with
advisors optimising
conversations to the scorecard
and not to individual customer
needs”
“Advisors don't buy in to
feedback. Lack of
sufficient real examples
to use in coaching
conversation”
“It's based on what the
business defines as quality
rather than what the
customer defines as
quality”
“It's inconsistent”
“Coach and develop me;
don't just assess me!”
“Not enough 121 time with
feedback coach”
Results are based on
process or policy that the
advisors cannot change”
Feedback on calls not given in
a timely manner - same mistakes
being repeated”