Trust us when we say we are the experts when it comes to quality monitoring scorecard design. So much so that we decided to out together our finest tips for designing the ultimate quality monitoring scorecard, regardless of shape or size.
1. Divide your scorecard into sections; Greeting, Confirmation of Account Details, Behaviour and Tone, Problem Solving, Closing, Special Offer, etc.
2. Rank questions in level of importance.
3. Apply appropriate weightings for each question.
4. Test your quality scorecard and gain feedback, edit if necessary.
5. Define objectives; for quality framework, quality monitoring and for each scorecard.
6. Vary the outcomes; some answers are Yes/No, others on a scale of 1-5, others will be excellent, good, acceptable and poor. Mix and match the outcomes as appropriate.
7. Allow your brand personality to shine through in your scorecard, if ‘Awesome’ reflects the brand tone of voice better than ‘Excellent’ then change it!
8. Customize the scorecard: you own the scorecard so truly make it your own through customization.
9. Ask for your agents’ opinions on the scorecard design.
10. Simplify questions so that everyone can easily understand them.
11. Avoid repetition, nobody likes repeating themselves. Or saying the same thing again in a different way. Paraphrasing should be avoided. See what I did there? Annoying, right?
12. Include non-applicable outcomes. Remember: not every question is relevant for every interaction.
13. Include compliance questions but treat them differently.
14. Assign yellow flags and red flags to failures and critical failures.
15. Enable trigger email alerts to line managers for critical failures.
16. Incorporate positive recognition in scorecard design, through WOW moments of giving kudos points, the equivalent of gold stars.
17. Logically plan the number of questions per scorecard; some might only have 8-9 questions whereas other scorecards might have 25 questions, consider the context.
18. Try to have no more than 25 questions per scorecard.
19. Consider the channel (call, email, chat, etc), there are different customer expectations for each.
20. Insert reference fields into quality scorecards for searchable results.
21. Utilise header features. In the header of a scorecard there will be numerous fields, use these to help segment logged scores so they can be reported on in a variety of ways.
22. Add quick-pick comments to your questions - these give agents richer feedback and save the evaluator’s time!
23. Attach a tip sheet for the evaluator to help them to score the scorecard as you would like it to be.
24. Set up event types and sub event types to categorize scores into types of inquires or product lines, etc.
25. Attach the customer service interaction to the scorecard (by enabling a file to be attached to the scorecard).
26. Give the evaluator space to add a sizeable summary comment.
27. Grant agents access to their own scores and scorecard with attachments.
28. Include (a small amount of) productivity questions.