Performance Management & Quality Monitoring Campaign

What Is The P&Q Campaign?

The vision is to get everyone in the contact centre industry to collectively invent the next generation of operational practice in Performance Management and Quality Monitoring. All the research and insight we generate together will be fed back into public forums so everyone can learn and get value from being involved.

How Do I Get Involved?

There are a number of ways.

Contribute to the primary research by completing this survey
Join the P&Q Challenge programme (ask when the next cohort will be run)
Run the P&Q Challenge for just your own organisation
Join the Linkedin P&Q Campaign discussion group

More About The Survey

The survey allows us to voice how we feel about the way quality monitoring currently works. Same too for performance management. It also invites everyone to state their vision for how it could be. Already, many participants have proved their strength of feeling and insight. Seems it’s a topic most of us have a real passion for!

The survey findings then fuelled debate at the roadshows and Linkedin group. The survey remains open. Adding your voice is a great first step to getting involved in the P&Q campaign.

More About The P&Q Challenge

The first major deliverable from all our crowdsourcing was the Strategic Planning Framework. This facilitates a 360° approach to adapting your current performance and quality practices in response to internal and external trends. It encourages an organisation to produce their own version that suits their own challenges and culture and prevents the P&Q Campaign from becoming too prescriptive about what a next generation approach needs to look like.

The idea of regularly adapting a P&Q ‘ecosystem’ is new. It is something we all need to digest and become used too. So we decided some incentivisation would help draw more organisations into having a go. The result is the so called ‘P&Q Challenge’. This offers a simple way of being recognised for undertaking the planning and implementation phases of using the Strategic Planning Framework and set up the seeds of a best practice community.

Progress Update

Since I wrote this invitation in 2014 much has happened. Over 100 organisation have now been through the P&Q Challenge.

I now offer an on site version as well. What’s it like? After each round I write a post summarising my insights and experiences. You can dip into those in the Related Content Section either to your right (desktop/tablet) or below (smartphone)

Here is a photo gallery of the most recent awards day we held. Everyone brings their output and shares their own P&Q strategy.