Using Transaction Monitoring to identify Training Needs

The purpose of transaction monitoring does not end with audit and feedback. It goes much beyond that. To be able to take complete advantage of this exercise, there must be a process to analyze the Training Needs both at the agent level and at the process level. This exercise should ideally be performed on a monthly basis and its effectiveness should be measured each quarter. This will ensure that your audit process is live and continually improving.

1. In order to perform a TNI (Training Need Identification), perform the following steps:
2. Type all the parameters of the Audit Form in the top row of an excel sheet (See example below)
3. The extreme left column should contain the name of the agents
4. Insert the attribute assigned to a parameter in their respective columns
5. After the data is collated, calculate the error % or accuracy of each parameter
6. Exclude opportunities which were not applicable (N/A)

 

Calculate the accuracy of each parameter

Parameter	Yes	No	Partly	N/A	Opp	Accuracy %
Proactive Steps	13	12	21	1	46	28.26%
Case Update	18	29	0	0	47	38.30%
Soft Skills	23	13	11	0	47	48.94%
Commitment	24	22	0	1	46	52.17%
Communication	29	9	9	0	47	61.70%
Greeting	31	16	0	0	47	65.96%
Hold/ Transfer	8	10	0	29	18	44.44%
Correct Steps	37	7	3	0	47	78.72%
Issue Identification	41	6	0	0	47	87.23%
Timely Resolution	18	5	0	24	23	78.26%
Entitlement Check	32	4	0	11	36	88.89%
Additional Assistance	34	3	0	10	37	91.89%
Closing	34	3	0	10	37	91.89%
Proper Links	24	2	0	21	26	92.31%
Understanding	46	1	0	0	47	97.87%
Clarity	46	1	0	0	47	97.87%
Total	458	143	44	107	645	71.01%

Calculate the error % and Cumulative error % of each parameter for Pareto

Parameter	Yes	No	Partly	N/A	Sum	Err Count	Err %	Cum %
Proactive Steps	13	12	21	1	47	33	17.65%	17.65%
Case Update	18	29	0	0	47	29	15.51%	33.16%
Soft Skills	23	13	11	0	47	24	12.83%	45.99%
Commitment	24	22	0	1	47	22	11.76%	57.75%
Communication	29	9	9	0	47	18	9.63%	67.38%
Greeting	31	16	0	0	47	16	8.56%	75.94%
Hold/ Transfer	8	10	0	29	47	10	5.35%	81.28%
Correct Steps	37	7	3	0	47	10	5.35%	86.63%
Issue Identification	41	6	0	0	47	6	3.21%	89.84%
Timely Resolution	18	5	0	24	47	5	2.67%	92.51%
Entitlement Check	32	4	0	11	47	4	2.14%	94.65%
Additional Assistance	34	3	0	10	47	3	1.60%	96.26%
Closing	34	3	0	10	47	3	1.60%	97.86%
Proper Links	24	2	0	21	47	2	1.07%	98.93%
Understanding	46	1	0	0	47	1	0.53%	99.47%
Clarity	46	1	0	0	47	1	0.53%	100.00%
Total	458	143	44	107	752	187	100.00%

We can then build a Pareto to find the top parameters contributing to 80% of the errors:

Pareto-Non-Critical Errors

 

From the Pareto it is clear that the top 6 parameters on the audit form are causing 80% of the errors. We should then build our action plans based on this and check the progress on each parameter preferably on a weekly basis.

We need to keep the training department involved in this communication so that they are aware of the top errors and are able to make changes to the training content and be able to improve the performance of the future batches.

We also need to keep a track of errors made by individual agents on each parameter in the form of a line graph or just accuracy % on each parameter for the last 10-12 weeks to check the agent is making progress. The QA must review the agent dashboard prior to imparting feedback and find causes for repeated errors on particular parameter. The QA will then document the causes and come up with action plans to address these causes.

I hope you will find this article to be informative. If you have any questions, please feel free to contact me at callcenterexcellence@gmail.com