This article will help you with the first steps of a QA setup for your Customer Support heroes!
1. Set the number of tickets to be rated
How many tickets you would like to be rated every week?
When you set the value up, Kaizo will automatically provide random tickets that have been handled or/and solved by the agent that week in your Scorecard.
Steps to do that:
- Open "Settings" in the top right corner of your Village
- Select Quality Assurance and this view will be opened:
You can choose what type of tickets you want to see on your Scorecard:
- Solved and handled tickets: This means that all of the tickets where an agent left a comment (whether it's Internal or External) will be shown in the Scorecard to be rated
- Solved tickets: Only tickets that have been solved by this agent will be shown in the Scorecard. (Note: it might be that the agent did not give any reply to the customer in the ticket, just only solved it/merged it into another one — but it still will be shown in the Scorecard so you can rate it)
The next step for your QA setup will be deciding how many tickets you would like to rate weekly. You have 2 ways to do that:
- Either set up a number of tickets to rate
- Or the percentage of all solved/handled tickets. For example, your agent solved 100 tickets the previous week and you set up to have at least 10% of tickets solved to rate — this will give the total number of 10 random tickets to rate in Scorecard.
Pro-Tip: Try setting up realistic numbers of tickets that you would like to rate per week. Do not try rating all of the tickets that your agent worked on as it is better to provide very detailed and focused feedback rather than just the rating.
Pro-Tip x2: Try to rate enough tickets to see the actual agent's performance. For example, if your agent solved 100 tickets during the previous week but you rated only 1 — it will not give you a good understanding of the agent's performance (that ticket could be very good or very bad which means you will be not objective with your rating). We suggest rating 5%-10% of all tickets that have been handled by your agents. This will ensure objective feedback and a realistic QA rate.
2. QA Scorecard setup
The next, and very important step, is to define "What are we going to rate our agents on?". To help you with that, we have created a QA Scorecard that can be fully customized by you!
Scorecards can be created per channel, team, role, or overall case handling. Depending on how the teams are organized, you can define the best QA setup. For each ticket to be rated, QA experts will be able to select the best Scorecard to use.
To learn more about QA Scorecard creation, visit this article!
The "Kaizo Scorecard" is an expert-designed default setting that can help you get started. However, our scorecard is customizable. Feel free to tweak it and even give the scorecard a new name! You can also add more scorecards by clicking the "+" sign.
3. Define total points
There are 2 ways to define the way your QA scorecards are rated - the one that Deducts points from an Agent's QA rating and the one that Accumulates points to the QA rating.
- If you are using the Deduction setup, then your QA ratings will start with 100 points and you will be taking away the points for the mistakes
- If you are using the Accumulation setup, then your QA ratings will start with 0 points and as the rating continues points will be added up to 100.
4. Category limits and points for criteria
When setting up your QA scorecard in Settings, QA Admin should define the limit or the maximum number of points for each category.
Note: If you selected to use the DeductionQA Scorecard type, then the limits of your categories should be within (the negative maximum category limit; 0). As you need to show what is the maximum value of the mistakes that your agent can make for this category.
Note x2: If you selected to use the Accumulation QA Scorecard type, then the limits of your categories should be within (0; the positive maximum category limit). As you need to show what is the maximum value of the points that your agent can make for this category.
Even if the sum of the points is bigger than the category limit, we will represent only the maximum defined points from the Settings.
5. Define the "Critical Mistake" category if needed
The same, as explained above, works for the "Critical Mistake" criteria. In Settings, you can define the category with the minus of the maximum QA scorecard points and several criteria with the minus of the maximum QA scorecard points.
Then, regardless of how well the ticket was handled, if one or more of the Critical Criteria was clicked, the ticket automatically get 0 for IQS.
6. Add a description to your criteria
You now have the option to add the description to the criteria! It's not a best practice to over-explain in the criteria name. Adding a description gives agents more information about what each rating criteria means.
When agents want more information, they can simply hover over the question mark icon. This will trigger a pop-up with your assigned criteria description.
7. Rate tickets using the new scorecard in any agent's scorecard
To learn more about how to do the QA rating, visit this article!
For more help, you can also schedule a call with our specialist, or simply drop us any question via email: firstname.lastname@example.org