Innovación en la medición e identificación de los estándares TOPS para la evaluación de KPI´s

Abstract

The evaluation of metrics in Teleperformance consists of a statistical measurement system that allows determining a system of priorities dictated by the TOPS quality standards, which are translated into concrete actions with the consultants that generate the metrics, under this system two methods are used: histogram and standard deviation, depending on the behavior of the metric in general it is established whether to act by quartilization, i.e. dividing the total number of agents, organized by the total result of the metric, into 4 equal parts, giving priority to the last quartiles, i.e. those with the lowest results, which are located in the two lower parts of the division or whether to act by standard deviation, i.e. by percentages of remoteness from the target or objective of the metric. However, this system lacks efficiency, causing that the KPI's do not obtain significant improvements, and the prioritization system is not optimal, in view of this, a pilot plan was proposed to incorporate new measurement strategies in order to improve the evaluation and prioritization system, impacting one of the fundamental KPI's: CSAT, taking concrete actions that impact personnel management, through a pilot plan executed for 4 months with a sample of 220 people. Improvements in the evaluated indicator were evidenced, with monthly increases ranging between 1% and 2%, which consolidated Teleperformance's competitive advantage over its international peers, providing opportunities such as the opening of new lines of business due to the efficiency demonstrated and the growth in volume for the line in which the pilot was carried out.

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