🔍 Best Practices for creating an effective QA Scorecard:
- Be Detailed 📝: Guide your agents with precision. Highlight what's done right and where they might've slipped.
- Stay Relevant 🌐: You might have different roles within your team or different communication touchpoints with your customers Tailor your ratings to match each unique interaction.
- Keep it Easy-to-Use 🚀: Save time for your QA experts. An intuitive scorecard is a key to efficient rating and feedback.
- Think Visual 🎨: Accessibility is key! Make sure your scorecards speak to both the evaluator and the evaluated.
- Tested for Quality ✅: Before implementing the scorecard, make sure you've taken the time to test your design. It's important that your scorecard is clear and concise, and that ratings will be done fairly
New Kaizo ninjas!
Sensei Kaizo will give you what you need to get started.
Our cards are customizable but the first QA scorecard (the default card) is an expertly designed example of a good QA scorecard.
Introducing our new Kaizo Scorecard
This scorecard was built by our Quality Experts and shared with you - so feel free to use it!
Define Your Focus 🎯
-What role do you need to evaluate in terms of QA? Social Media person, L2 team, or Complaint/Compensation type of agent
-What channel do you need to rate? Do you use phone calls, live chat, etc?
-What type of communication do you need to rate? External contact with the customer, Internal communication with the team, or the whole case handling
Categories Countdown 📊
Engage, follow procedures, be professional! Determine what's essential for your scorecard.
It could be: Customer engagement skills, company process following , professionalism etc.
Criteria Clarity 📜
Break down each category into simple criteria.
Here are a few examples:
Customer engagement: Empathy, Understanding, Extra Mile
Company procedure/process following: Correct steps to resolve, All information is provided, Correct escalation
Professionalism: Correct grammar/spelling, Relevant emojis used, Ownership of the case taken
Keep your criteria short 🌟
Use your judgment to decide how to communicate the meaning behind each criterion with care.
Here are some examples
Empathy - The agent responded to the customer's inquiry with an appropriate emotional response
Understanding - The agent understood the customer's inquiry
Extra Mile - The agent went the extra mile to help the customer
Define the value 📈
Assign unique values to each category and criteria. Not all mistakes are equal - some mistakes have more impact on the Customer's Experience than others:
-If the agent was polite but completely misunderstood the customer's inquiry it might result in a bad rating
-If the agent made a minor spelling mistake yet handled the case well they might still deserve a good rating for their QA
-You need to define which compliances are more significant for your company and will affect the overall IQS score the most.
By following these steps you will ensure that all the focus points in your QA scorecards are present and your team is being evaluated fairly.
For examples of how to create the best QA scorecards for your team, download our QA scorecard e-book!
For more information on how to rate the QA for your team members, please look at this article -"How to rate tickets?"