Grant Robertson wrote:
> Hi All,
> I have a client who insist on determining which call centre representative
> is the weeks best performer. We conduct weekly interviews and ask
> respondents to rate each representative. For some reps we conduct 5
> interviews others 1 and so on. Now the question is how do you go about
> determining which rep performed best, we combine the two top box ratings. We
> have looked at margin's of error for each rep but this hasn't proved to be
> useful as you will be unlikely to find significant differences with such
> small bases sizes. Any suggestion as to the best method to do this would be
> appreciated.
>
> Regards,
> Grant
Question 1) What does the boss want to accomplish with the
information you build? If it's improved performance, what measurement
will help the call centre reps move in that direction? And I'm begging
the question of what is 'performance.' You can't.
If the reps learn that the top performer title is awarded for what
amount to random selection, it will loose any motivating
characteristic. Selecting only the top individual each week tends to
include a large randomness component. How about the top 15% on a rating
scale, as one improvement.
Also, make some kind of run chart of the ratings (ugh! but it's your
client.), and see that there is an award for consistent high ratings.
And re-visit question 1. Does your survey 'instrument' get measures of
what the boss _really_ cares about, or an honest indicator of same?
Jay
--
Jay Warner
Principal Scientist
Warner Consulting, Inc.
4444 North Green Bay Road
Racine, WI 53404-1216
USA
Ph: (262) 634-9100
FAX: (262) 681-1133
email: [EMAIL PROTECTED]
web: http://www.a2q.com
The A2Q Method (tm) -- What do you want to improve today?
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