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

of companies now offer social media as a communication channel to customers

38%

of companies are evaluating the quality of social interactions

But only 9%

of companies say compliance is a part of

their performance and quality programme

74%

DOES PERFORMANCE MANAGEMENT AND

QUALITY MONITORING REALLY WORK THE WAY YOU WOULD LIKE IT TO?

of contact centre leaders see the current performance management process as an effective means of coaching.

54%

WHAT ARE THE FRUSTRATIONS WITH PERFORMANCE AND

QUALITY MANAGEMENT?

It picks up on the small mistakes they make and

often doesn't recognise the good things they do

One call is not representative of agent performance

It's based on what the business defines as quality

rather than what the customer defines as quality

Unable to track on performance,

reliant on management feedback

Supervisors provide little actionable in-sight

“ “

WHAT DOES THIS MEAN?

The lack of automated search to find

and track key performance and

quality insights results in a low value

process regarding effort and impact.

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

42%

contact centre leaders consider the

current performance management

process to be an empowering form of self-

management

… but only

1 in 5

WHAT DOES THE INDUSTRY WANT

TO SEE FROM PERFORMANCE

MANAGEMENT IN THE FUTURE?

Download our new whitepaper, What does the next

generation of performance management look like?

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