What is the best QA template for my team?

When the time comes for you to set up the best QA template for rating, you might find yourself thinking: What QA template should I use for the most effective rating of my team's performance?

You need your template to meet certain criteria. Here are some of them:

• Detailed — for you agents to understand what was done correctly and where they made a mistake
• Relevant — you might have different roles within your team or different communication touchpoints with your customers — all of them should be rated accordingly
• Evaluated — you want to have an opportunity to rate the template and make sure that rating was done fairly
• Easy-to-use — you want to help your QA Experts save their time rating and explaining their rating later — that's why the template needs to be as intuitive as possible
• Visual — it should be accessible and understandable for both the person who is being evaluated and the one evaluating 

As soon as you determine your areas of focus, there is a number of steps you need to take: 

1. Start by defining what type of template you need to create. It depends on several factors:
   • What role you need to evaluate in terms of QA — Social Media person, L2 team or Complaint/Compensation type of agent
   • What channel you need to rate — phone call, live chat etc. Each of the channel swill have their own focus points to be evaluated
   • What type of communication you need to rate — External contact with the customer, Internal communication with the team or the whole case handling
2. Determine the categories that should be included in your agent's evaluation. Categories can vary, depending on the type of the template you are creating. It could be:
   • Customer engagement skills
   • Company procedure/process following 
   • Professionalism
   • Documentation
   • Openning/closure
3. Explain each of these categories — what do you expect from your agents in each of these categories? These detailed explanations are called criteria. Here are a few examples that you might want to include:
   • Customer engagement:
     • Agent was empathetic with the customer
     • Agent understood the customer's enquiry
     • Agent went an extra mile to help the customer
   • Company procedure/process following:
     • Agent took correct steps to resolve the issue
     • Agent provided all the information to the customer
     • Agent forwarded the case to the right department/team if needed
   • Professionalism:
     • Correct grammar/spelling used
     • Relevant emojis used if needed
     • Agent was patiently listening to the customer
4. Define the value for each of the criteria set in the previous step. NB, it is better to give different value to each of the criteria — some mistakes have more impact on Customers Experience than others:
   • If the agent was polite but completely misunderstood the customer's enquiry it might result in 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

By following these steps when creating QA templates you will ensure that all the focus points are present and your team is being evaluated fairly. A good QA setup will help your team with:

• Improved Quality of contacts 
• Reduced amount of bad reviews
• More visibility over the opportunity points of your agents
• Easy way of communication between QA Expert and agent
• Saved time of your TL when you eliminate your manual QA rating system

If you need examples of how to create the best QA templates for your team, you're welcome to download our QA templates e-book. 

For more information on how to rate the QA for your team members, please have a look at this article -"How to rate tickets?"