pmsumner

70% this time. Why only 70%?

• I didn't ask the person for their first name, and only took their surname... This lost me 20% - for not
  • "establishing the caller"
  • "adhering to policy"
• I didn't offer the user a password on the account - we're supposed to offer "added value" at any reasonable opportunity.

I don't want to call it petty, because well... that's what the quality team are there for. They're there to nitpick and find fault, tell you where you need to improve and what you have done well. It's just so frustrating that I can lose 30% on such tiny points. Yeahyeah, I know - if they were so tiny, why didn't I pick up on them myself? Bah.

I really need to be aiming for 80% minimum, and am currently averaging 74%, what with my disastrous monitoring a few weeks back.

I know I know. It's still fairly early days....... just frustrating.