If you're the Director of a 15, 50, or 100+ person customer service team, whose managers give feedback to agents on how to handle customer interactions but don't have a formal QA program, this article is for you.
The lack of visibility into the quality and consistency of this feedback bothers you, and all the valuable training and coaching data that isn't being collected and documented concerns you.
If this is you, it’s time to consider a more formal Customer Service Quality Assurance and Feedback program. An educated guess tells me you clicked on this article because somewhere, deep down, you have a dozen questions about how to build a QA Scorecard.
How should you start? Read or listen to some customer interactions, identify what frustrates you about them, and formalize questions around those frustrations so you can grade each agent on them, identify who needs improvement, and train accordingly.
If the answers to any of these questions are "Yes", add it to the scorecard so you can review it and improve it:
Are You NOT Confident in How Agents Tag Tickets?
Your remote team in the Philippines doesn’t understand your business and customers well enough? Your tagging structure is too complicated for anyone to get right?
Q 1: Did the agent identify the root cause and tag the ticket correctly?
Does a Question Take Five Replies When it Should Take One?
Your marketing team launched a new campaign, or the engineering team pushed a new feature. Something just changed in your business, and your agents are lost when a customer describes the issue.
Q 2: Did the agent understand the question behind the question effectively?
Are Agents Giving Customers a Suboptimal or Wrong Resolution?
The customer didn’t notice because they aren’t the expert. Your team is supposed to be the expert! The worst part is this went completely unnoticed in the moment.
Q 3: Did the agent choose the appropriate resolution to the customer issue?
Are Emails and Chats Littered With Grammatical Mistakes?
It's embarrassing when you don't sound professional to your customer.
Question 4: Did the agent have good grammar and tone of voice?
Are Agents Using Macros Incorrectly?
Are the macros confusing? Do you need to re-write them? Are macros making you sound like a robot and eliminating personalization?
Question 5: Did the agent select and appropriately modify the right macro?
These five questions are a great starting place for anyone looking to build their first QA scorecard. Don’t get bogged down in getting the scorecard perfect off the bat. No one does, and trust me, we see people frequently update their scorecard. It’s a huge win just to consistently review tickets in a structured way and share that feedback.
Please reach out to us if you would like our help in developing your QA program. Happy QA’ing!