We talk to Call Centre Managers & QA Managers every day, and scorecards will come up in the conversation close to 9 times out of 10. Some Call Centres are already using them in some form or another, but there is a large enough percentage of customers that would be new to the concept.
Maybe Quality Assurance is a new function within the business, or maybe you are new to the role… either way we thought it would be good to put a quick blogpost together to explain what a Quality Scorecard really is.
Those that are familiar with Scorecards could also do worse than spending a little time going through this also, you might be missing something!
So… What is a Quality Monitoring Scorecard?
A quality monitoring scorecard is a checklist of questions asked to determine the quality of customer service interaction as performed by (generally) a call centre agent. When graded a score will be populated, usually as a percentage of 100 and this is used as part of performance management in call centres.
What does a Quality Monitoring Scorecard Look Like?
A quality monitoring scorecard will usually be divided into 3 or 4 pieces; header, body, summary comment and attachment.
Header of a Quality Monitoring Scorecard
The header is the first thing to see as the top of the scorecard. The evaluator will fill in the various fields which will help log the scorecard correctly. These fields will include the Agents Name, Supervisor, Department, Group, Team, Date of Interaction, Date of Score, Reference Number/Code, Activity Codes and other information.
Body of a Quality Monitoring Scorecard
The body will have all the questions listed and the multiple choice answers associated with each question.
Questions are usually placed in chronological order as much as possible for ease of scoring for the evaluator, this means that the questions about the Greeting will be placed at the start of the scorecard.
Each question will be associated with a section, having sections in a quality monitoring scorecard will allow users to see which sections are performing better than others. Examples of sections include; confirmation of account details, tone and attitude, promotion X.
A well designed quality monitoring scorecard will include a place where the evaluator can write a free text comment or choose from a variety of quick pick comments to give more feedback on each question to the agent or to the reader.
Not all questions on a quality monitoring scorecard will be of equal importance that’s why it’s important to ensure that you can apply relative weightings to each question.
Another feature that is helpful for detecting failures is having a colour scheme associated with answers. For all answers that are acceptable why not choose green but for those that you need to pay attention to choose red.
Summary Comment & Recognition
At the end of the quality scorecard the evaluator will have a space to give a summary comment about the overall interaction. The evaluator can make suggestions here for improvement and training moving forward, i.e. they should list the actions that should be taken as a result of this score. They can also award high performance by giving kudos points/tokens/gold stars. This is a great way of using positive reinforcement.
Not all scorecards will have this ability but where possible this makes a great addition. The ability to attach a file to scorecard means that the customer service interaction being scored located with the score so anyone can look at both the score and the interaction it was based on. This function enables the quality monitoring process to be completely transparent. Transparency in a performance management system, like quality monitoring, will greatly improve the agents' trust and attitude towards the scoring process.
How Can I Design a Quality Monitoring Scorecard?
You can take a free trial of Scorebuddy now (no credit card required) and design as many as you want using the platform. The free trial also includes a number of scorecard templates which you can edit/replicate and learn from. Remember a ‘one scorecard fits all’ is not best practice.
What’s the Difference between Quality Scorecards and Call Audit Forms?
Many call centres use the terminology "call audit forms" when they discuss quality monitoring. There actually isn’t much difference between quality monitoring scorecards and call audit forms except that quality scorecards are multichannel whereas more often than not call audit forms are only used to monitor voice calls.