3. Biased quality assessment
Posted: Sat Feb 01, 2025 11:34 am
Increase in number of employees : hiring additional employees to increase the volume of calls monitored. Increases the costs of salaries and training several times, creates additional operational resources, but also really increases the effectiveness of control.
Recording all calls for subsequent analysis . This method allows access to all data, but requires significant costs for storing data and its subsequent processing. Ultimately, additional people are needed to analyze the recordings again, who will be engaged in this task.
The personal factor often affects the objectivity of the singapore mobile database operators' performance evaluation, and the human factor can also lead to errors. For example, managers may be biased towards certain employees, which can lead to an unobjective evaluation of their performance. Such situations reduce the motivation of employees and their trust in the quality control system.
To avoid such situations, managers resort to the following methods:
Establishing clear evaluation criteria : standards and checklists are developed for evaluating calls. This helps standardize the evaluation process, but never completely eliminates the personal preferences and biases of the evaluators.
Regular training : training employees to improve their skills and eliminate subjectivity requires significant costs to conduct and does not always lead to the desired results.
Recording all calls for subsequent analysis . This method allows access to all data, but requires significant costs for storing data and its subsequent processing. Ultimately, additional people are needed to analyze the recordings again, who will be engaged in this task.
The personal factor often affects the objectivity of the singapore mobile database operators' performance evaluation, and the human factor can also lead to errors. For example, managers may be biased towards certain employees, which can lead to an unobjective evaluation of their performance. Such situations reduce the motivation of employees and their trust in the quality control system.
To avoid such situations, managers resort to the following methods:
Establishing clear evaluation criteria : standards and checklists are developed for evaluating calls. This helps standardize the evaluation process, but never completely eliminates the personal preferences and biases of the evaluators.
Regular training : training employees to improve their skills and eliminate subjectivity requires significant costs to conduct and does not always lead to the desired results.