Owing to a new quality initiative implemented last month, 2 new questions have been added to our quality score: Was the agent rude to the customer? and Is this a missed sales opportunity? A ‘yes’ to either of those questions results in a quality score of zero. While the first should obviously result in zero (and would before, since rudeness would drive all the customer impact questions to zero), the second question is having an extremely demoralizing effect on agents. For example, the agent could have a great conversation with the caller, address all their issues, resolve all problems, and leave the customer feeling great about their call; yet the agent could receive a quality score of zero because they did not attempt to sell the customer an additional product.
Obviously, I am one of those agents or I wouldn’t be writing this.
A zero is a very powerful number. It says that your work is worthless. It should only be reserved for extreme situations, as in rudeness. If I tell off a customer, I would expect a zero. However, I would not expect a zero when I have customers praising me for my help, or telling me that this was the best call they have ever had to our company. If I did not attempt an upsell, I might expect to lose points, but the total negation of the call is completely demoralizing. As we are only monitored once per week, a single zero in very difficult to work off in a month; two would be impossible.
A zero is a very powerful thing. Its impact may work as corrective action, but it must be used with caution. Even badly performing agents should not be given zeros, as they can fill people with a “why bother” attitude. Slamming zero’s on agents who do their jobs well is a great way to turn top performers into bitter ex-employees. No one likes being told that their work is worthless. Issues zero are with extreme caution.