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Within any questionnaire there are a number of considerations in its construction. Taking a simple example of phone call there are at a minimum, three groups to that questionnairemight be identified* • The opening* • The process* • The closing
Within each of these groups there will be questions, all related to the group. Intelligent grouping allows for further analysis of specific groups later on, rather than just an overall score. i.e. is the whole call failing or is just one aspect of the call failing. Section Groups are exceptionally useful tools for grouping scores. To set one up there is information available from [[Form_Section_Group]] Groups allow for more focused revision of areas and can allow drill down into trending to be more specific. As a worked example, our QA form has the above sections Opening, Process and Closing When an assessment is scored, there is an overall score of for example 75%. Being able to focus on where most of the marks are lost is why section groups can be so important. So if we got 0% for the opening 50% for the process and 25% for the closing, we know that the focus then needs to be on the "opening".
# Focus:
# Questionnaire:
## Setion Section 1:
### Question 1.1
### Question 1.2
### Question 1.3
## Setion Section 2:
### Question 2.1
### Question 2.2
### Question 2.3
## Setion Section 3:
### Question 3.1
### Question 3.2
What remains to do is to understand the options available in each of the CLAPS phases. These are detailed in the training documentation with further descriptive information below.
* There is an audit trail of its use
* There is an audit trail of its modification
* It can contribute greatly to the achievement and maintenance of ISO standards such as ISO 27001 and ISO 9001.* It can be used as a selling point by a BPO Business Process Outsourcer to demonstrate to a client their value add
It is possible for a manager of the QA program at any time to get a complete picture of where everything currently is and to whom work is assigned. ''Main Menu > Form Managment Management > Form - Primary Management > Form - Edit > Choose the QA form > From the console on the left choose Review Assignment > ''
Most importantly when the score is calculated is that the engine does not require all answers to be provided. Going through a worked example to explain this. Say for example an Insurance company is running a QA on their sales line. They have an opening section, a home insurance section, a car insurance section and a closing section. The QA is performed on a home insurance call. In order to keep the scoring fair, where a Not Applicable answer applied, i.e . the car insurance section, then full marks had to be given to get the scores to balance.
* Opening : 25 points
* Home : 25 points