The Grading Process at TeleDirect

One of the ways in which we hold our employees at TeleDirect Call Centers accountable for their work is with our comprehensive grading process. Each task that is completed undergoes this process, and in this way we can assure that our customer service representatives are maintaining the high standards that we have set for them. Here’s a little bit of information about how the process works:

Grading only begins after a project is published. Before that, it stays in brainstorm mode, which allows for team members to edit the project at will. After publication, the project is graded by the average of all tasks and milestones, unless the project date is moved or the project becomes overdue. In the event a project due date is moved, it is instantly downgraded by 10 points. Should the project become overdue, it is downgraded by 30 points, and the best grade it can receive is a D.

Tasks, however, are graded differently than projects, as they are not affected by the average grade of milestones. If task dates are moved, it will turn yellow and lose 10 points. Canceling tasks altogether results in a 20-point deduction, and if the task goes overdue, it gets downgraded by 30 points. So if an employee moves the due date after the task has been published, his or her best grade possible is a B, but if they give up altogether it becomes an F. Tasks may not be closed until all milestones are canceled or finished.

This grading system makes using the brainstorming mode extremely important. This allows TeleDirect employees to communicate with owners of tasks and get the highest grade possible. The grading system keeps owners of tasks, as well as those who carry them out, accountable for their work. We invite you to read our recent blog post “Training in a 24/7 Environment” to learn more about employee training at TeleDirect.

If you have any other questions about TeleDirect’s grading process for our call center, please contact us today. We have representatives available to answer any questions you may have about our services, and we look forward to hearing from you! www.TeleDirect.com