Ayona,

Well Ayona, let us try to design a skeleton of a quality system from the
points that you have provided. Later on you can always refine them as
per your requirement.

I am not aware about the salary breakup of your organization. Per my

suggestion in this type of work, the salary must be designed in fixed
and variable portion.

You can offer some points to every team member per month in the
form of variable portion of salary i.e. Incentive. Say for example you
have decided to offer 2000 points worth of Rs.1000/- per tech
technician/month. Now formula is simple. Who is performing 100% will
get full points.

Now, based upon the criticality of the tasks or the functions you have
to allocate the points. Do following:

 Design a spreadsheet (later on you can develop a database, if

required) and divide the tasks and then assign a code to each of
them;
 Provide deductible points for Non Compliance of that task;
 Prepare proper Categories of Tasks;
 CATEGORY – I
o Productivity Factors (I am giving examples of
Productivity Factors only - you need to follow the same for
the rest)
 Average Speed of Answer
• Code = ASA
• Deduction for Non Compliance = 400 points
(You need to decide which should be
reasonable limit)
 Average Talk Time
• Code = ATT
• Deduction for Non Compliance = 200 points
 Average Not Ready
• Code = ANR
• Deduction for Non Compliance = 250 points
 Average On Hold
• Code = AOH
• Deduction for Non Compliance = 300 points
o Quality Factors
  Opening Statement
 Closing Statement
 Voice Modulation
 First Call Closure
 Any other essential points
o Category to Be Designed. Need to develop appropriate
category to accommodate Product Knowledge (You need to
have testing system in place to evaluate one person’s
Product Knowledge and rank it), Customer Focus,
Adaptability etc etc…

This is a skeleton of deduction structure but you have to have

evaluation system in place through which you can point out the person
concerned and explain him why he has received certain deduction.

Considering the technical aspects, involvement of Technical Lead must

always be there, because it may be difficult for a HR person to justify
the technical reason for NCs generated.

Work on it and let me know how you are doing.

Pankaj Trivedi
Manager Operations
http://www.stpwebhosting.com