Contact Center – Quality

Standard Operating Procedure (SOP)

(version: 01)
Quality

What is a Quality?
Quality is the process of systematically monitoring and evaluating customer interactions to
ensure they meet predefined standards and customer satisfaction goals. It involves evaluating
calls, chats, and other communication channels to identify areas for improvement, provide
coaching, and ultimately enhance the overall customer experience.

Why quality is important?

Quality is important because it ensures products and services meet or exceed customer
expectations, leading to increased satisfaction, loyalty, and brand reputation. Furthermore,
quality improvements can boost efficiency, reduce costs, and provide a competitive advantage.

How Quality work?

Quality work means consistently producing results that meet or exceed established standards
and expectations, characterized by accuracy, thoroughness, and attention to detail. It's about
delivering work that is not only complete but also of high Caliber, demonstrating a commitment
to excellence and professionalism.
Key Responsibilities-
o Quality Monitoring- Continuously evaluate the quality of interactions, processes, and
outcomes to ensure they meet established standards.

o Performance Evaluation- Assess the performance of agents and processes, identifying

areas for improvement.

o Process Improvement- Recommend and implement changes to operational processes

and procedures to enhance efficiency and quality

o Compliance and Quality Standards- Ensure adherence to relevant quality standards and
compliance requirements.

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 o Root Cause Analysis- Identify and address the underlying causes of quality issues or
defects.

o Audits and Feedback- Conduct regular audits and provide constructive feedback to
agents and teams on their performance.

o Data Analysis: Analyze data related to customer interactions, processes, and

performance to identify trends and areas for improvement.

o Training and Development- Contribute to training and development programs for

agents, ensuring they have the necessary skills to deliver high-quality service.

Weekly/Monthly Audit bifurcation-

Agent Name Week 1 Week 2 Week 3 Week 4 Total

A 2 2 2 2 8
B 2 2 2 2 8
C 2 2 2 2 8
D 2 2 2 2 8
E 2 2 2 2 8
Grand Total 10 10 10 10 40

Quality Parameters-
o Call Opening (includes greetings, self-introduction)- Good morning/ Good afternoon/
Good evening, calling on behalf of XYZ, Opening should be given within first 3secs of the
call.

o RPC checked- This is XYZ, Am I speaking to Mr./Ms. ABC

Third Party disclosure should be avoided.

o Recording Disclaimer- This call is regarding your ___loan EMI/Charges/Collection

amount.

o Purpose of call - Explain why the call is made to the customer.

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 o Mandate Loan details need to inform- Last 4 digits of the loan account No., Due date,
Bounce reason, Bounce amount & EMI amount, refer to trails - conversation should be
basis trails.

o Overall Communication Hold Procedure & Transfer process, Effective Probing &
Negotiation, Empathy & Sympathy- Overall communication -Tone of the advisor - was
the Advisor courteous with the customer and did not laugh and/or sounded casual on
call.
The Advisor did not use slang in Hindi, English or any other Language
(Example: - Ya, yup, Wanna, Gonna, Cool, etc.). Sound energetic.
Tone modulation required.
Avoid Jargons - The Advisor should not use jargons on call (e.g. PU, PTP etc.)
and matched customer's language.
Sound professional - use right choice of words, don’t be rude, avoid interruption
Rapport Building - Did agent have good rapport with the customer.
Probing should be done as and when required as per scenario.
Reason for delay, should ask receiver to take third party in conference if he/she makes
the payment, should ask for alternate No. and call back time in case third-party
connected etc. Valid probing to be done for death cases - handle with care.

o Incorrect or Incomplete Information to the customer- From call opening to closing

there has to be precise information shared with the customer- Check twice before
sharing any information with the customer and ensure only 100% correct information is
delivered to the customer.

o Confirm PTP/Claim Paid details & Overall Summarization- Date, Mode, Amount & Bank
should be confirmed to tag PTP Date, Mode, Amount, Bank & UTR id should be
confirmed to tag Claim Paid, Summarize the entire call in case of PTP, FPTP, Claim paid &
On call payment.

o Alternate Number and Email ID with Call Closing- Should ask for alternate No. and
Email id of the customer before call closing.

o Disposition & Remark- Disposition & Remark should be tagged as per Call.

How Quality Function in call center-

o Quality Bench mark- 85% Bench mark out of 100%.

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 o Audit Process-

1.Random call would be audited.

2. Calls would be audited per Categorization.

Audit Process
Green Above 90%
Amber 89% to 85%
Red Below 85%

o Feedback-

1.100% Feedback would be shared to advisors.

2. will check in next audit if feedback is implemented.

o Non-Fatal (Non-Critical)-

1. It will reduce the weightage of particular parameter out of 100%.

2. Doesn’t impact business or customer.

o Fatal (Critical)-

1. Overall Quality score will be 0%.

2.impact business or customer.
Quality Dashboard (E.g.)-
MTD Score-
Portfoli
MTD
o
XYZ 90.00%

Week Wise score-

Portfolio Week 1 Week 2 Week 3 Week 4
XYZ 90.00% 90.00% 90.00% 90.00%

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Agent Wise performance-

Emp. Agent Name Week 1 Week 2 Week 3 Week 4 MTD

1 A 2 90% 2 90% 2 90% 2 90% 8 90%
2 B 2 85% 2 85% 2 85% 2 85% 8 85%
3 C 2 80% 2 80% 2 80% 2 80% 8 80%
Grand Total 6 85% 6 85% 6 85% 6 85% 6 85%

Disposition wise Analysis-

Fata Non- Tota

Dispositions
l Fatal l
Promise To Pay 1 103 104
Claims Paid 1 93 94
CALLBACK 1 80 81
Future PTP 1 63 64
Will Clear 1 36 37
Dispute 1 9 10
Refuse To Pay 0 8 8
CALL DISCONNECTED 0 3 3
Wrong Number 0 2 2
Language Barrier 0 1 1
OnCall Online
1 0 1
Payment
Grand Total 7 398 405

FATAL Analysis-

Nam Fatal Fatal

Parameter Week Fatal Reason
e Count %
Week
ABC Urgency creation Urgency creation missing 1 0.97%
1
Week
XYZ Disposition & Remark Incorrect disposition tagged 1 0.97%
2
Week
ABC Mandate Loan details need to inform Loan id not confirmed 1 0.97%
3
Week
XYZ Disposition & Remark Callback tagged under FPTP 1 0.97%
4
Grand Total 4 0.99%

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Tenurity wise analysis-

Count of non-
Tenure Count of Fatal % % Total
FATAL
BAU 5 1.39% 355 98.61% 360
100.00
OJT 0 0% 45 45
%
Total 5 1.23% 400 98.77% 405

Parameter wise analysis-

Error
Parameter
Count
Alternate Number and Email ID with Call Closing 72
Effective Probing & Negotiation 20
Call Opening (includes greetings, self-introduction) 17
Objection Handling/ Rebuttals 17
Hold Procedure & Transfer process 6
Disposition & Remark 5
Communication:
4
Overall Communication
Mandate Loan details need to inform 2
Empathy & Sympathy 2
Urgency creation 2
Confirm PTP/Claim Paid details & Overall
1
Summarization
RPC checked 0
Recording Disclaimer 0
Purpose of call 0
Incorrect or Incomplete Information to the customer 0

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Pareto analysis-

Pareto Analysis
80 90%
60
40 60%
20 30%
0 0%

Error Count Error % CF%

TNI/TNA- (Training Need Identification/ Training Need Analysis- We initiate a refresher

session to TNI agents who score below 85%, Agents continue to receive refresher sessions until
their scores show improvement.

Zero Tolerance Policy- A zero-tolerance policy refers to a strict approach in which no form of
deviation or violation is acceptable and will result in immediate disciplinary action.
o Misleading/ incorrect information provided on call- The adviser provided incorrect
information during the call, which negatively impacted our business.

o Abuse Language- No tolerance for insulting, aggressive, or offensive language.

o Call Disconnection- A Zero Tolerance Policy on call disconnection strictly forbids

unauthorized or abrupt termination of calls without proper resolution or customer
consent.

o Customer escalation- Since the escalation was caused by the adviser's mistake, it is
categorized under the Zero Tolerance Policy (ZTP) and appropriate action will be taken.

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