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Effective Quality Management

Information Security and Quality Management Committe

The “Information Security and Quality Management Committee” established under Positive for the coordination of business development, quality management processes, regulatory / preventive activities and information security processes consists of representatives selected from Quality Management, Operations Management, Human Resources Management, Information and Communication Technologies units.

Performance Evaluation and Feedback Systems:

Positive Performance Management Systems are designed based on 360 ° evaluation and feedback model.
The evaluation and feedback system is used with the outputs that have a direct impact on the reward-penalty and remuneration system.

Objectives

Some of the benefits intended with the performance evaluation and feedback system are listed below.

With the underlying 3600 valuation logic and technology that allows remote access, enabling corporate customer management, on behalf of, to be directly involved in these processes as evaluators and / or observers.

To ensure that the same quality language is spoken by allowing the corporate customer center quality team, Positive quality control team and operation team leaders to be calibrated with each other.
To ensure that all staff know what is expected of them and their goals for each of these expectation criteria.
To create an effective awareness of the importance of the determined competence and numerical based performance criteria.
To ensure that individuals can regularly see the "realized" values, "targets" and the "differences" between the target and the actual for each performance criterion.
To ensure that the institutions (Customer-Positive), department, call group and personal goals are integrated with each other. To establish a common understanding between the institution, managers and employees on the goals and performance criteria.
To ensure that the performance of the team can be monitored instantaneously, and that the detected low performance is intervened in a short time.
To prevent critical errors and customer complaints,
To provide instant, regular and uninterrupted feedback flow on group basis and name basis through the determinations made through intense “call listening” and “screen tracking” activities.
To ensure that the performance results of the employees are returned to them at the end of that month with a reward-penalty application.
To enable open and continuous communication between employees and managers by allowing individual contribution and high performance to be distinguished.

Specifications

All performance evaluation and result analysis can be performed remotely via the web. Listening and evaluations can be carried out remotely, managed and reported. Therefore, it is also possible to use it in the Home Agent operation model.

Since the system works on web-based software, it offers users a platform that can be accessed, managed and reported 24 hours a day, 7 days a week.

The system operates on a customer basis. Different systems that operate independently for each customer / operation group can be modeled and operated on the same platform.

Different title groups and organizational chart can be created for each operation group and can be operated independently on the same platform.

If needed, the criteria, criteria weights, title powers, organizational chart and numerical modeling of the performance systems working on the software can be easily changed, added and removed.

No software information is required to make the specified changes. The system is designed to be simple, that any employee can update, edit and operate all parameters.

New employees can be added and removed from the customer groups. The old values of employees removed from the system are preserved in the database. It provides benefit in the creation of HR corporate memory.

The number of evaluators (stakeholders) can be increased on the basis of 360 °.

If system (criterion, numerical weight, etc.) revisions are made in the customer groups, the old data is kept unchanged.

While reports can be found on the system in ready-to-use format, additional reports can be produced by transferring data on Excel.

Security is provided across the system at user, transaction and information levels. Access to the modules is provided within user authorizations. All accesses and transactions to the system are logged by the system.

In addition to the numerical evaluations made, official written feedback form can be created on the system by the evaluators along with the written explanation for each assessment.

System Model

The ProIK 360 ° E-Performance Management System, which was created especially for call center employees, was created on the basis of job descriptions and competence tables based on operational business analysis.

It is designed to determine the quality of the operation and the contribution of the customer representative to the formation of this quality by consolidating the operational quantitative values on the ACD and the quantitative and qualitative values of the customer representative.

Detailed competence tables created for each position are determined with the participation of corporate customers.

Performance criteria, corporate goals - department goals - operation goals - are weighted based on the hierarchy of employee goals and priorities are determined accordingly.

The danger of decreasing face-to-face communication between the employee and the manager is eliminated through regularly organized feedback and performance interviews.

Online evaluation results of each employee can be examined in detail over the web. Detailed reports of the evaluations are shared with the managers and an analysis opportunity is created for feedback.

Monthly performance evaluation results of employees are converted to graphics and announced on the web.

The results announced on the web by being converted into graphics can also be analyzed in detail by the managers and the employees themselves. With the software designed under the name of "Personal Results", it is made possible to make comparative analysis of workgroup average and person scores for each criterion on an employee basis.

Quality Control Group

The Quality Control Group is a central listening and auditing group that supports the control and measurement processes of transaction quality, along with the call center operation service quality level.

The group supports “call listening” and “data quality control” activities, which are independent of operations, but in cooperation with the operation officer and team leaders, and ensures consistency and effectiveness.

The Quality Control Group will contribute to the call listening, data control and feedback processes in a structure independent of operations, while being in constant contact with the operation.

The consistency of the calls evaluated by the team leaders and the operation manager is checked along with the calls of the sales representatives that have never been heard.

In this way;
Service quality levels, sales approaches and transaction quality levels of customer representatives will be constantly and effectively checked,
The consistency of the listening and evaluations made by the team leader will be guaranteed,
Regular feedback reports on the basis of names and groups will be sent to the operation through continuous call and data controls by the Quality Control Group.

Quality;
A- Call Quality
- Communication Service Quality,
- Sales / Persuasion Techniques Use Quality,
- Knowledge Level and Quality of Compliance with Procedures,
B- Transaction Quality
- Completeness Check,
- Accuracy Control,
It will be checked under the titles.
Call and transaction quality checks will be carried out by instant and periodic by the CUG, team leaders and operations officer
A- Call Quality (Instant and Registration)
- QCG
- Team leader
- Operations Manager
B- Transaction Quality (Instant and Registration)
- QCG
- Team leader
- Operations Manager

In the quality control process, team leaders, operations officer and call center manager will take place with the logic of direct and cross-control, and the quality control group will strengthen the effectiveness of the process as an independent group, with the aim of increasing both the sampling and the number of filters.

The primary objectives of the Quality Control Group can be summarized with the following articles.

a- Measuring the success of the service provided in meeting customer expectations.
b- Accelerating the identification and response processes of situations that may pose a risk.
c- Increasing the number of listening in addition to the call controls and evaluations made by the operation officer and team leaders.
d- Increasing the number of controls in addition to the data quality controls performed by the operation officer and team leaders.
e- Measuring the consistency levels of call evaluations made by team leaders and operations officer.
f- Measuring the consistency levels of the data quality controls that are being carried out by the team leaders and the operation officer.
g- Through the listening and evaluations made by the group located outside the operation, to ensure the impartiality of the call assessments made during the operation.
h- Determining the aspects that need to be improved in service quality, sales techniques and transaction quality. Regular reporting of determinations to the relevant operations officer and team leaders.
i- Facilitating training needs assessment on the basis of individuals and groups in order to maintain and increase the service quality, persuasion rate and transaction quality level.
j- Providing unbiased data for the performance evaluation system.

The control results and determinations made by the Quality Control Group are conveyed to the group's operations responsible and team leaders in a written and continuous report in order to give the necessary feedback to the relevant employees and take measure

It will be ensured that instant and periodic feedbacks are effectively provided to customer representatives through the determinations obtained from both the internal audit processes and the Quality Control Group control processes. The feedbacks are made by the team leaders and the operation manager.

In the instant feedbacks regarding instant determinations, an e-mail is sent to the relevant customer representative with comments, and the customer representative is taken to the meeting room and face-to-face feedback is given.

Positive PMS, whose effectiveness on processes has been examined, provides remote access, management and reporting to all stakeholders who use it thanks to its modular structure and technology.