A slideshare by

THE P&Q CAMPAIGN

The aim is to get everyone in the UK

contact centre industry to collectively

invent the next generation of

operational practice in performance and

quality management, and then use that

to work in new, more effective ways.

WHO WAS INVOLVED IN THE P&Q CAMPAIGN

• 174 organisations from a variety of sectors

• 26% of companies have 101 - 300 customer

service employees

• 11% of companies have over 1000 customer

service staff

WHAT DOES THE INDUSTRY THINK OF THE CURRENT STATE OF PERFORMANCE

MANAGEMENT?

of companies saw the current process as effective for capturing performance insight

42%

of companies think the current process is effective for

improving KPI’s

37%

companies saw the current practice as an

empowering form of self management

… but only

1 in 5

of companies said it was effective for

better coaching

54%

WHAT ARE THE PRIORITIES FOR PERFORMANCE MANAGEMENT

GOING FORWARD?

WHAT'S ON YOUR WISHLIST FOR

NEXT GENERATION PERFORMANCE AND

QUALITY MANAGEMENT?

of companies say performance management needs to focus on

improving coaching in the future

49%

WHAT WOULD YOU LIKE THE NEXT

GENERATION OF PERFORMANCE AND

QUALITY MANAGEMENT TO ACHIEVE?

A shift from managing the "number" to managing, coaching, understanding

the behaviours that drive performance & quality performance

Self managed performance supported by coaching by exception from a

team leader focused on problem resolution and customer experience

Greater staff empowerment to own the customer experience

rather than have it dictated to them through KPIs

Ban % answered in X seconds. Replace with only three metrics:

Customer Satisfaction, Rating Customer Effort and Failure Demand

Real time dashboards for the agent and manager. Trend analysis,

exception reporting, highlighting issues / opportunities

PERFORMANCE MANAGEMENT TOP TIPS:

• Relevant coaching is vital for affecting performance improvement

• Reducing the delta between best and worst performer is

probably the single most effective strategy for improving

ROI on human capital

• The customer voice has to be a major input in quality

assessment in today’s so called ‘experience economy’

• Self managed learning is the most cost effective and sustainable

form of learning

• Giving advisors the tools to do that makes sense

ABOUT NEXIDIA

Nexidia works with some of the world’s largest contact

centres to develop and deliver comprehensive video and

audio search platforms. Innovation is at the heart of the

systems that Nexidia develops, which are completely owned

by the company. Being able to capture multi-channel

interactions, analyse the data and then develop business

strategies to improve the performance of every aspect of a

contact centre is at the heart of everything Nexidia do.

For more information about Nexidia, visit www.nexidia.com