Problem Statement Paper
We want our Quality Group and our Operations Group to work collectively and collaboratively, with as little inconsistencies as possible. Currently our two groups have various understandings of current policy and procedure. The operations group is responsible to manage the agents on the phones speaking to our customers, whereas the quality group is responsible to evaluate the calls made by those analysts to ensure they are adhering to policy and procedure.
There is a lot of validity to this survey on an internal level. This survey will help both departments understand where they are missing the mark. The policies and procedures impact a variety of internal sectors, which in turn impacts the overall business. For example, at the collector level, the agent needs to understand how to do their current job functions. They should be taught those skills by their supervisor. If their supervisor does not have a clear understanding of the current policies in place, when the quality group listens to, and evaluates the calls made by the collector, the collector is apt to fail.
On a wider spectrum, the managers dictate to the Quality Group what they want to hear in the phone calls made with customers. If the Quality Analyst hears something that is against policy or procedure they will notify the management team. Once the management team reviews the call they will determine whether or not the current policies in place are in line with the specific needs of the business. For example, a collector had failed to verify the customer’s insurance information on a call, after the management team reviewed the call they determined that verifying insurance information on every call was not necessary. It was decided that a typical customer doesn’t regularly change their insurance provider and when a customer is asked for that information on every call, they get