Below is a list of call scoring evaluation form items to include on your call scoring form. It is not an exhaustive list, nor is it meant to serve as your quality monitoring scorecard.
Rather, it is a list that will help guide your item selection when formulating your call scoring evaluation form. The aforementioned items should serve to guide you when developing quality monitoring scorecards for your call center. When careful consideration is taken in developing your call scoring evaluation form items, the reliability and validity of the form will be enhanced.
As the first U. Shauna has a doctorate in clinical psychology and has applied foundational knowledge from the field of psychology to help propel Talkdesk along its hyper-growth trajectory. By Shauna Geraghty. Understanding the Customer's Need Did the agent use investigating questions to get the customer's need? Solution Information Did the call representative answer customer questions right? Did the agent give the most appropriate solution to match the customer's requirements?
Did the agent give options to the customer if appropriate? Did the agent give other support if necessary? Customer Service Did the agent present a professional manner during the whole call? Did the agent apply empathetic listening abilities? Did the agent follow the standard methods for transferring a call?
Did the agent end the call within the optimum call time while assuring a positive experience for the customer? End call Did the agent offer additional help at the end of the call? In a best-case scenario, all of your call center agents want to be exceptional at what they do.
Unfortunately, there are times when a poorly designed process prevents agents from achieving this goal. First off, don't ever be complacent about your processes, especially when they have been in place for a long time. Take time to routinely examine if your current processes are working, then reflect these adjustments on your QA form to ensure your agents are following all the correct processes. The exact processes you decide to include on your form will vary, but examples include:.
Be sure to take your manager's hat off from time to time and look at your processes through the lens of your agents and customers. When something is failing your agents, it will fail your customers, and eventually, your call center as a whole.
While compliance issues may have no direct impact on the customer experience or overall satisfaction, failure to address them can have serious negative legal ramifications. Compliance in call centers is all about protecting customer data, protecting credit card data, and meeting the legal requirements on cold calling.
As a result, there are a few "must observe" compliance regulations call center agents must follow. Here are a few ways they could appear on your QA form:. Your outcomes essentially assess whether all of the above soft skills, processes, and compliance are being met.
This should be in a dedicated area on your QA monitoring form. Seeing as there are many possible outcomes for a call, the ones you choose to monitor will depend on the type of business you're running. Lastly, there should be a section within your call center QA software where your supervisors can write out their final thoughts on how well the agent performed.
Unlike traditional analytics tools, QA forms provide call center managers with insights into where agents might be struggling, as well as where they are excelling.
The information provided is all about making better, smarter decisions. Effective QA forms provide oversight and insight on several call quality metrics, including diverse areas such as how the agent offered help, the way they verify customer accounts, their adherence to protocol, and their overall call handling skills. Any exercise that enhances agent performance, increases operational efficiency, and elevates CX is worth doing, and creating a great QA form checks all those boxes.
Ready to take your call center QA strategy to the next level? Written on 10 November Setting Your Call Center Up for Success Before creating the actual QA form, let's look at a few tips that are worth implementing that will help you produce the best possible results. Get insights from your agents No one knows or understands the day-to-day specifics and the ever-evolving demands of your customers like your call agents. Separate skill gaps from process inefficiencies More often than not, poor performance is not due to a lack of skill but rather an overload of frustration.
Evaluate past performance Another exercise worth its weight in gold when it comes to creating a great QA form is call evaluation , which entails examining and analyzing your best and worst calls.
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