Media and communication

Woman: Have you seen Callum's quality score? Man: Sixty-one per cent. The lowest on the team, I'm afraid. Woman: And yet his customer feedback is the best in the building. The assessment form marks him down whenever he leaves the script: no 'Is there anything else I can help you with today?', no using the customer's name three times. But with a pensioner who's frightened by her bill, he's calm, he explains, and she knows exactly what happens next. I think it's the form that's measuring the wrong things, not Callum. Man: I won't defend the name business. It drives customers mad. But when a customer's in debt, the regulator requires us to read certain statements out word for word. If he's paraphrasing those, it's not a scoring problem, it's a legal one. Woman: He isn't. I checked that specifically. Every required statement, word for word. Man: Right. Even so, I'm not telling him he can ignore the form. The others would want to know why he's being treated differently. Woman: I wasn't suggesting that. What if we split the form? The legally required wording stays compulsory for everyone, and the rest becomes guidance rather than something we score. We could try it with our two teams for a month. Man: And compare complaints before and after. All right, I'll put it to the operations manager.