Inductive And Deductive2

Example of Inductive Approach Supervisor of team Bandillo collects all the data based on the metrics that evaluates his agent’s performance. He starts comparing the results of the agent’s performance in August and September as reflected on the KPI’s Supervisor discusses the following with the agent: • Agent’s CSAT in August ( 85%) versus September (89%) • Agent’s QA in August (88%) versus September (87%) • Agent’s AHT in August (9 minutes) versus AHT in September (11 minutes) • Etc..etc… Supervisor shows the percentage difference on each metric between the 2 months. After which, he shows the difference of the entire team’s performance from August versus September and proceeded by the following details: • The percentage that the agent represents in the team’s overall performance score. • The value of difference that affected the team’s low performance Ex.

6 agents in Team Bandillo – each represents 16.67% Agent

1 2 3 You 5 6

August Score

Team Score – August

90% 91% 94% 90% 89% 91%

90.83%

September 91% 92% 94% 86% 90% 91%

Team Score – September 90.66%

Supervisor points out that despite the other agents’ increase in performance, the overall team score declined. He refreshes the agent of their target score for the month which is 92.31%. He recognizes the agent’s strengths (CSAT) and weighs it against the weakness (AHT). Through the course of the discussion, the supervisor stresses on the importance and the weight of the agent’s contribution to the team’s achievements and how his little effort of being concise with his sentences could easily push the team closer to its target. When to use inductive approach Inductive approaches are intended to aid an understanding of meaning in complex data through the development of summary themes or categories from

the raw data (“data reduction”). It is patterned from the scientific method. It starts with facts and arrives at a clear conclusion.

Example of Deductive Approach Supervisor addresses the issue of an agent’s prolonged Call Handling Time. He starts with discussing to him the difference of his handling time with the target and helping him realize its importance in affecting his overall performance. This is followed by presentation of notes taken based on the call. The supervisor dissects the call and filters the issues in categories: spoken skills, listening and comprehension and customer service. Supervisor discusses the following points based on the call: • grammatical errors and the customer’s response/ comprehension of the agent’s statement • effects of inactive listening; how much time was spent in asking for info details more than once • too wordy sentences and how much time was used compared to a more concise form of the same idea After discussing the points for improvement and presenting alternatives, supervisor and agent will apply the suggested corrections through a role play. When to use deductive approach The deductive approach has the advantage of logically explaining everything first then later go into details. This applies to learners who relatively lack knowledge of a particular topic or practice.