Quality assurance (QA) reviews are what your customer service team does to monitor agent performance and take action in order to improve it.
Successful customer service teams use a QA scorecard to measure agent performance. QA scorecards provide insight into each agent’s strengths and weaknesses, facilitate better training and coaching strategies, and motivate agents to take accountability for their performance.
Interactions with customers are pivotal in driving customer satisfaction (CSAT) and other key metrics, so it’s critical to understand how agents answer questions and address issues — and knowing that 64% of customers would stop doing business with your brand after two or three bad experiences, a QA scorecard keeps you on top of agent performance to improve future service interactions.
Let’s take a closer look at QA scorecards and why they’re so important for your customer service team.
What is a QA Scorecard?
So, what exactly is a QA scorecard? It’s a tool to observe service interactions between customers and agents which are then graded to evaluate effectiveness. QA scorecards reveal whether or not an agent’s skills and behaviors are strong enough to meet the needs of your customers.
To put it simply: with a QA scorecard, you’ll quickly know how well an agent does their job by having a rubric to put their service interactions up against.
If they’re not representing your brand properly, customer experience (CX) will suffer and drive customers as well as revenue away from your brand. Agents need to use all of the training and guidance they receive to deliver impactful experiences to each and every customer, and QA scorecards allow you to figure out if your customer service training program is fostering effective service interactions on a regular basis.
What you don’t know can hurt you, and a QA scorecard brings everything to light to identify achievements and shortcomings for an individual agent or a gap impacting the entire customer service team.
Create a QA Scorecard
Based on a series of sections (or categories) and related questions set by you, a QA scorecard is built to provide the information a QA reviewer needs to analyze a service interaction.
Keep in mind that sections should be tied to agent controllables such as tone of voice, compliance and policy following, and the ability to reach a resolution. Sections shouldn’t be general. Instead, align each section with your specific customer service priorities and overall business objectives.
Enter a question in a section, then add a brief description to describe what an ideal service interaction looks like to satisfy it. Questions and descriptions, just like sections, need to be descriptive and actionable with clear definitions for the QA reviewer to follow. Each question also needs to directly relate to the section it falls under.
By maintaining consistency in your sections, questions, and descriptions, it’ll be much easier to evaluate service interactions fairly and have agents trust why they received a certain grade from the QA reviewer without the need to challenge it.
You do need to decide exactly how you’ll calculate the scoring rubric, too. Set definitive options such as ‘Yes’ or ‘No’ rather than in-between options like ‘Yes, clearly’ and ‘Yes, somewhat’ that cause confusion for all parties. From there, attach a simple numeric value to award points for an answer’s grade.
QA scorecards are meant to provide a full and final assessment of a service interaction. Above all else, don’t leave any room for interpretation. Every section, question, description, and score needs to be clear-cut for you, the QA reviewer, and the agents.
Why Your Customer Service Team Needs a QA Scorecard
Customer service teams in every industry need a QA scorecard to understand service interactions closely, taking insights to train and coach agents on how to consistently deliver high-impact CX.
QA reviewers compare service interactions with your brand’s standards, which allows managers, supervisors, and others to realize the strengths and weaknesses within each agent as well as your entire customer service team. Opportunities to instruct and guide agents for better outcomes in the future are living within service interactions — all you need to do is dig into the operational inefficiencies that weigh down agents.
And QA scorecards aren’t just for supervisors, managers, and other members of leadership to track. Agents should have their QA scorecards shared to gain visibility into their own performance. It’ll provide the chance for an agent to take accountability and recognize areas where they thrive during service interactions and where they could use improvement.
You’ll also discover an uptick in engagement by sharing QA scorecards with your customer service team. If agents are aware of their performance and what’s leading them to earn scores, they’ll either work to maintain a high score or to improve a low score — this is especially true if you run a rewards and recognition program that incentivizes agents to deliver outstanding CX using customer feedback.
Start Measuring Agent Performance Efficiently
Ready to create a QA scorecard? Stella Connect streamlines the QA process and makes it actionable, offering a fully customizable QA scorecard to meet the needs of your customer service team.
As customer feedback is collected, launch QA reviews in real-time. With virtually zero wait time, Stella Connect ensures QA reviews are done and shared with agents immediately to make the most impact. Now your agents will know what they can do to make the next service interactions delightful for your customers, increasing satisfaction and loyalty.
If you’re ready to elevate your call center quality monitoring efforts, check out our Ultimate Customer Service Performance Scorecard Template, inspired by the lessons we’ve learned while guiding Stella Connect clients in achieving standout customer outcomes.