SOP - Quality Process

Title

Quality Process

Reference No.:

Status

Completed

Version Date:

10 May 2024

Purpose & Impact 

To ensure a consistent extraordinary service delivered in every interaction, ensuring quality interactions leads to higher guest satisfaction & continuous business. The quality process aims to positively impact the service level delivered by the Rooms Reservations department and to ensure service excellence as per Forbes standards. 

Quality Standards 

The evaluation forms adhere to Forbes standards, which are fundamental to achieving quality success. Additionally, there are essential standards specific to reservation contact centres. These standards emphasize soft skills, technical skills, and knowledge to ensure that the overall experience meets the highest quality benchmarks.

On average, the evaluation form comprises 35 standards. Achieving all these standards will result in an overall score of 100%

Scoring Scheme

The scoring formula of the evaluation form is divided into two sections. 

• High Impacted Parameters – Standards that hold higher score weightage due to their significance in the interaction.
• General Parameters - Standards with lower weightage, yet still crucial and must be achieved to ensure overall quality and consistency.

Quality Score Target: 85% July to August and 90% from September 2024 onwards.

Channels 

The Channels/Teams to be audited will be:

1. Calls
2. Emails
3. Chat & WhatsApp
4. Sprinklr (Social Media Tool)
5. Tasks (Booking.com, SynXis, No show, Late cancelation, Groups, Arrival checks)
6. Platinum & Priority Team
   
   

No. of Evaluations 

Each colleague will receive a minimum of four audits per month. These audit reports will be sent to the colleague's inbox, with their line manager (Team Leader) copied for visibility and coaching/feedback purposes.

Evaluations will be distributed throughout the month, followed by a coaching session. Subsequently, a new set of evaluations will be conducted to measure success and monitor performance after the coaching sessions

Dispute Process

Once the quality evaluation is sent to the colleague, the colleague is to carefully review it fully, and go over their interaction.

In case there is a point or parameter they consider needs to be re-evaluated or feel the need to challenge based on facts, below steps must be followed: 

1. The colleague must complete the dispute form within 3 days of receiving the quality evaluation.
2. The colleague must then share the completed form with their team leader (Line Manager).
3. The team leader will review the dispute. If they determine the dispute is valid, they will forward the form to the Quality Management team within 24 hours for further review. If the dispute is found to be invalid, the team leader will conduct a coaching session with the colleague.
4. Upon receiving the dispute, the quality management team will provide the final outcome and resolution within 24 hours.

No disputes will be accepted if they were sent after 3 days or flagged in the middle of the coaching session. 

Audit Results vs. Coaching Sessions

Audits will contain all the evaluation remarks, interaction details and overall score. The releasing of the audits results will go hand in hand with the coaching/feedback sessions. During these sessions, all necessary support and guidance will be provided to ensure the colleague fully understands the areas of concern and how to address them effectively.

After the session, the colleague will receive an email from their line manager summarizing the session and outlining the agreed-upon action plans. The colleague is expected to address these highlighted points and demonstrate progress in their subsequent audits.

Quality Guide

A platform designed to provide comprehensive insights into the quality process. It includes the following.

• Quality Parameters (Standards) for all the channels 
• Quality Dispute Form 
• Quality Q&As 
• Emails & Calls Checklist (Flow & Structure)
• Forbes Standards
  
  

Quality Guide.xlsx